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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 24

Let Me Tell You What I Can Do

Focus	Duration	What You’ll Need
Communication, Questioning Techniques	15 minutes	Just your team

This activity is adapted from Business training works.

Ask your team to get into pairs. Explain that the object of this activity is to explore how best to offer alternatives.

One member of the pair should ask the other for something they cannot say yes to. It can be as outlandish or silly as they like. For example, “I want a pet elephant”.

The team member receiving this request should think of an alternative to offer, without directly saying no. For example, “The local pet shop has a lot of great animals which might fit better in your house. I’d recommend buying a dog. Some of them are quite big and they’re a lot easier to clean up after!”

After two rounds, swap the pairs and ask them to repeat the activity. This time, challenge them (if they haven’t already) to ask some probing questions of the requester to find out why they want what they have requested, to find a solution which more closely meets their needs.

An example of a good probing question would be “Can you tell me more about why you’d like a pet elephant?” or “Why is it important to you to own an elephant?”

Once the pairs have finished, ask the requesters whether their original request was more closely matched when they were asked a few questions about why they wanted what they did. The team will agree that this allowed them to find better solutions.

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