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50 Customer Service Training Activities for Live Chat and Telephone Teams

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Activity 12

Customer Service Alphabet

This is an easy activity that gets your team thinking about which values, attributes and behaviors make great customer service.

Prepare by drawing up the alphabet in columns on a flipchart or whiteboard, with spaces next to each letter to write a word or short phrase.

Give your team pens and ask all them to think of one positive customer service value, attribute, phrase or behavior beginning with every letter of the alphabet. For example, A might be Accountability. B could be Building rapport.

Ask them to do this for each letter of the alphabet, writing the words on the board next to their letters. If they get stuck on letter like X or Z, tell them they can use words containing X or Z instead (you can use eXceeding expectations and analyZe needs if they get totally stuck.)

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