50 Customer Service Training Activities for Live Chat and Telephone Teams
50 Customer Service Training Activities for Live Chat and Telephone Teams
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
Activity 22
| Focus | Duration | What You’ll Need |
|---|---|---|
| Empathy, Self-Awareness | 30 minutes | Whiteboard or flipchart |
This is a great activity for helping team members develop empathy for others and also gain awareness into how they are perceived.
Split your team into pairs. Ask the pairs to share with each other a time they have disagreed with someone, whether it’s a recent customer interaction or something personal. Give them five minutes to do this.
Next, explain to your team that they now need to completely remove themselves from the situation and consider it from the other person’s perspective. Ask them to consider a few questions (and write them up on a whiteboard or flipchart so they can be seen.)
Explain to the group that the person who is listening will need to make sure the conversation stays from the perspective of the other person – it can be very tempting to lapse back into explaining things from your perspective.
Give the pairs ten minutes or so to do this.
Then, ask the pairs to share together any insights they had or things they have learned. Give them five minutes or so to do this.
Ask for any volunteers to share their thoughts.
Join thousands of happy Comm100 customers
Get Comm100 FreeContact SalesWant to learn more? Watch a product tour!
This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of the basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website, to store user preferences and provide you with content and advertisements that are relevant. Such cookies will be stored on your browser but only upon procuring consent.
You will also have the option to opt-out of these cookies should you want to. But opting out of some of these cookies may have an effect on your browsing experience as per the descriptions elucidated against the respective categories below. Read our Cookie Policy .
This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of the basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website, to store user preferences and provide you with content and advertisements that are relevant. Such cookies will be stored on your browser but only upon procuring consent.
You will also have the option to opt-out of these cookies should you want to. But opting out of some of these cookies may have an effect on your browsing experience as per the descriptions elucidated against the respective categories below. Read our Cookie Policy .
These cookies are strictly necessary to provide you with services available through our websites and to use some of its features, such as access to secure areas.
These cookies are used to enhance the performance and functionality of our website but are non-essential to their use. However, without these cookies, certain functionality like videos may become unavailable.
These cookies collect information that is used either in aggregate form to help us understand how our website is being used or how effective our marketing campaigns are, or to help us customize our website for you.
These cookies are used to make advertising messages more relevant to you. They perform functions like preventing the same ad from continuously reappearing, ensuring that ads are properly displayed for advertisers, and in some cases selecting advertisements that are based on your interests.