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50 Customer Service Training Activities for Live Chat and Telephone Teams

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Activity 35

Step into the Difficult Customer’s Shoes


Customers are not usually deliberately rude, demanding, or vague. Usually, they will have had a bad experience in the past that has caused them to be this way, or they could just be having a bad day. It’s important to remember that when you’re confronted by one of these customers, there will have been a chain of events for each and every one of them which caused them to act the way they are acting. Knowing this will help you remain objective and solution-focused when these customers come to you for help.

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.

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