Give each participant a piece of paper and five minutes to recreate a difficult customer service experience they had and to share how they resolved it.
This could be due to a number of factors, whether it be a difficult customer, internal error, or multitasking strains.
Encourage participants to think creatively. Then have the team break up into smaller groups of 3 to 5.
Each person should share with their group the situation and how they handled it. Then other members in the group should be encouraged to offer a compliment on what the speaker did well in the situation, as well as offer suggestions for the future.