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Customer Service Week
Create Your Team’s Hero Identity
As in customer service, superheroes seldom work alone. More often, a team is formed with each
member contributing unique and valuable skills and abilities. Together, they can achieve results
that no hero could accomplish alone.
Mister Fantastic, the Invisible Woman, the Human Torch, and The Thing are pretty super on their
own, but together, they are The Fantastic Four.
The group developed their superpowers during an outer space test flight in which their experimental rocket ship was bombarded by cosmic rays.
Upon crash landing back on Earth, the four astronauts found themselves transformed with bizarre
new abilities. They decided to use their powers for good as superheroes.
Mister Fantastic can stretch his body into incredible lengths and shapes; the Invisible Woman
can become invisible and project powerful force fields; the Human Torch can generate flames,
surround himself with them and fly; and The Thing possesses superhuman strength and endurance due to his stone-like flesh.
Together, they have faced villains like Mole Man, Puppet Master, and Klaw.
Embrace your team’s heroic qualities by creating individual superhero names, powers, and
backstories. Then, bring them together with a team name and symbol.
Step 1. Identify your character’s superpowers
While not all superheroes have special powers, most do. So determining your special gifts is a
good place to start.
Is it your ability to build trust with customers? Is it your skill at problem solving? Is it your calm
under pressure?
Step 2. Decide how your character got those superpowers
Often superheroes receive their powers as the result of a dramatic accident.
Was it a jolt through your headset? Was it time spent stuck in the elevator with a customer service
trainer? Was it a questionable double latte from the corner coffee shop?
www.CSWeek.com
©2015 Customer Service Group
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Customer Service Week
Create Your Team’s Hero Identity
Step 3: Choose your character’s main enemy
This villain represents the problem that your hero must battle and overcome.
Is it Captain Red Tape? Is the diabolical Voice Mail Jailer? Is it the unstoppable Interrupter?
Step 4: Choose your character’s hero name
Based on your special powers, select a name. Descriptive names starting with the words “The” or
“Captain” are always popular (The Hulk, Captian America). Including your character’s gender is
also helpful (Spiderman, Superman, Wonder Woman, Supergirl).
Step 5: Create your hero logo
Everyone on your team has now created an individual hero. But these heroes work together and
they need a team name and a logo, something that unites them in their mission.
Are you the Fantastic Five? Are you the Service Stars? Are you the Complaint Busters?
The story of The Reflector
In an ordinary building, in an ordinary town, in an ordinary American suburb is a team of
extraordinary frontline reps called the Solving Seven. Their leader is The Reflector.
While driving to work one morning on Route 80 East the sun reflected off the car in front of
mild-mannered service supervisor Sandra Smith. While temporarily blinded by the reflection, her
true power was released. After arriving at work that morning, Smith revealed herself as The
Reflector. Smith has the masterful ability to mirror any customer’s style. She builds rapport
instantly by moving from an Irish Brogue, to a southern lilt, and speeding and slowing her pace as
needed. She is able to build trust instantly with every customer except for her nemesis Siri, who
speaks only in a computer-generated voice.
www.CSWeek.com
©2015 Customer Service Group