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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

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Activity 33

Say My Name

Focus	Duration	What You’ll Need
Teamwork, Listening Skills	10-15 minutes	Worksheets and a timer

This activity requires at least six people, and works best with a large group of 12. Have two groups of three (or thereabouts, depending on numbers) line up to face each other. Explain that they will have two minutes with the person opposite them to both ask and answer some questions, at which point they will move and ask another person the same questions.

What’s your name?
What’s a hobby of yours?
What was your first pet’s name?

Tell the team to start, and make sure at the end of each two minute slot, you move one line along so they are speaking to someone different (regardless of whether all questions have been asked and answered!) After three rounds, stop, and ask them to write down all of the answers they have collected. Then, ask them to share their answers. The team will probably struggle with this!

Repeat the activity for another round, swapping the groups so that they are speaking to somebody new. The activity may be difficult, but with each round your team members will improve as they realize the importance of listening when providing quality customer service.

Once finished, pose the group a few questions:

What made this activity difficult?
Did it get easier as you went through the rounds? Why is this?
Did you use any techniques to help you?
What can we learn from this to apply to our customer interactions?

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