50 Customer Service Training Activities for Live Chat and Telephone Teams
50 Customer Service Training Activities for Live Chat and Telephone Teams
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Activity 35
| Focus | Duration | What You’ll Need |
|---|---|---|
| Difficult Customers, Best Practice | 20-40 minutes | Sheets of paper and pens (or a prompt in a document for virtual teams) |
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.
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