Thoughts On Gamification

Our good friend Jeff Toister recently shared his thoughts on gamification in a customer service operation and I wholeheartedly agree with his perspective.  I do believe that gamification can inhibit teamwork and place focus on reward rather than outstanding customer service.

Our goal is indeed to maintain our focus on awesome customer service and do so by understanding the unique gifts and strengths of our team members in the context of a team environment.  We achieve this by talking about what awesome customer service looks like everyday and celebrating our victories together.  This is still a work in progress at Phone.com but somehow I think that’s how it’s supposed to be.

I hope you’ll take a moment to read this outstanding post by Jeff.  We are so grateful to him for mentioning us.

Why gamification doesn’t play with customer service employees

On a side note, we are planning to do a Google Plus hangout with Jeff on Friday, October 25 at 10am Pacific time to discuss his book “Service Failure.”  We will stream the hangout live from our blog.

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