Break your team up into smaller groups of 3 or 4. Ask each group to spend five minutes coming up with a rude, demanding, or vague statement a customer could say based off of their own experiences, and write this on a piece of paper. Then have someone in the team fold the paper over and hand it to the team to their left.
For the second round, give teams 5-10 minutes to develop both a backstory and response to the fictitious customer.
Have groups share the message, the created backstory, and their appropriate customer service response.