Overview
Platform
- Live Chat
  Connect in real time using text, audio, video, co-browsing, file transfer, auto-translation, and more
  
  Omnichannel
  Complete digital engagement through Live Chat, Ticketing, Messaging, and Knowledge Base
  
  Bots & Automation
  Expanded scale, efficiency, and productivity with customer- and agent-facing bots
  Integrations
  Analytics
  Security & Privacy
  MaximumOn™
- Live Chat
- Omnichannel
- Bots & Automation
- Integrations
- Analytics
- Security & Privacy
- MaximumOn™
Solutions
Pricing
Why Comm100

Free for Small Business
- Overview
- Product
- What It Can Do
  - Increase Sales
    Reach out to your visitors in real time, and track conversions to measure the impact of live chat.
  - Automate Sales
    Book meetings, capture leads and signups, and connect with your customers 24/7.
  - Improve Customer Service
    Multi-channel support, self-serve, ticketing, case management and quality assurance.
  - Automate Customer Service
    Answer common questions and serve customers outside of business hours.
- How It Works
- Pricing
Medium and Large Business
- Overview
- Platform
  - Live Chat
    Connect in real time using text, audio, video, co-browsing, file transfer, auto-translation, and more
    
    Omnichannel
    Complete digital engagement through Live Chat, Ticketing, Messaging, and Knowledge Base
    
    Bots & Automation
    Expanded scale, efficiency, and productivity with customer- and agent-facing bots
    Integrations
    Analytics
    Security & Privacy
    MaximumOn™
  - Live Chat
  - Omnichannel
  - Bots & Automation
  - Integrations
  - Analytics
  - Security & Privacy
  - MaximumOn™
- Solutions
- Pricing
- Why Comm100
Partners
Resources
Blog
Help
Sign In
Sign Up Free
Book Demo

Book Demo

eBook

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 22

Fresh Perspectives

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.)

How does the other person see you?
How does the other person feel they get along with you?
What does the other person need from you?
What would the other person like to get out of your interactions?

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.

Previous Chapter

There's a lot more where this came from!

Get our monthly customer service news and best practices update delivered to your inbox.

By clicking "Subscribe", you agree to our Privacy Policy.

More resources for you

omnichannel product tour

The Live Chat Buyer’s Guide: What to Look for and How to Ask

Comm100 Live Chat - Powering genuine, real-time customer conversations

Live Chat Benchmark Report 2021

Get started today

Join thousands of happy Comm100 customers

Get Comm100 Free Book Demo

Want to learn more? Watch a product tour!