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Book Demo

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50 Customer Service Training Activities for Live Chat and Telephone Teams

50 Customer Service Training Activities for Live Chat and Telephone Teams

Introduction

Activity 1
A Tangled Web

Activity 2
Animal Magic

Activity 3
Are You Listening?

Activity 4
Attitude Anchors

Activity 5
Better Together

Activity 6
Blind Drivers

Activity 7
Candid Camera

Activity 8
Catch!

Activity 9
Compelling Communication

Activity 10
Consensus

Activity 11
Conversation Rewind

Activity 12
Customer Service Alphabet

Activity 13
Customer Service Charades

Activity 14
Customer Service Coat of Arms

Activity 15
Customer Service Means…

Activity 16
Customer Service Superheroes

Activity 17
Drawing Blind

Activity 18
Empathy Bingo

Activity 19
Famous Communicators

Activity 20
Football Fun

Activity 21
Four Square

Activity 22
Fresh Perspectives

Activity 23
HEARD Roleplay

Activity 24
Let Me Tell You What I Can Do

Activity 25
Marshmallow Challenge

Activity 26
Mission Possible

Activity 27
Movie Madness

Activity 28
Pipe Cleaner Sculpture

Activity 29
Protectors and Enemies

Activity 30
Questions Only

Activity 31
Road Trip

Activity 32
Salt and Pepper

Activity 33
Say My Name

Activity 34
Show and Tell

Activity 35
Step into the Difficult Customer’s Shoes

Activity 36
Stuck in Quicksand

Activity 37
Telephone

Activity 38
The Bus Driver

Activity 39
The Change Challenge

Activity 40
The Curse of Knowledge

Activity 41
The Dress

Activity 42
The Egg Drop

Activity 43
The Stranger Challenge

Activity 44
Thoughts, Feelings, Behavior

Activity 45
Touch Something Green

Activity 46
True, True, False

Activity 47
Unique Perspectives

Activity 48
Values in Action

Activity 49
What Are You Doing?

Activity 50
Worst Case Scenario

Activity 51
Write Customer Letters

Next Chapter Download PDF

Activity 4

Attitude Anchors

Focus	Duration	What You’ll Need
Self-Awareness	5-10 minutes	Attitude Anchors worksheets (on next page) and pens

The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service.

There are two attitude anchors: maintenance anchors, which help you maintain a positive attitude, and repair anchors, which help you fix your bad moods.

Hand out the worksheets which will prompt your group to think about and write down their anchors. They may be small things, like going for a walk or drinking some tea—encourage your agents to think about little things that help them elevate their mood.

Then ask your group to share some of their ideas, so that everyone can borrow each other’s ideas if they find they are lacking in anchors.

Attitude Anchors

What recovery anchors can I use to get me back on my feet when I’m feeling stressed?

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

What maintenance anchors can I use to stop me getting stressed in the first place?

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

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