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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 37

Telephone

Focus	Duration	What You’ll Need
Communication, Listening Skills	10-15 minutes	Smiling participants

Telephone is a familiar game for many, as it teaches the importance of direct communication.

To start, you can break the team into smaller groups (but try not to make the group smaller than 10).

Have each group sit or stand side by side in a line. Then whisper a sentence in the first participant’s ear, quietly so that nobody else can hear it.

Suggested sentences are:

Twelve tiny mice hid from the hungry ginger cats in the apartment on 19 Abbeyvale Avenue
Bobby boasted to Barry about his brilliant red and white stripy woolen bobble hat
Six happy kids and two spotty dogs rode the number eight bus on a sunny fall morning
The vase was full of thorny pink roses and three bright blue tulips with foliage to finish
Monty the professional potter crafted a terracotta teapot for old Mrs Andrew’s earl grey

You can use your own sentence, but remember, it should be fairly easy to misinterpret.

That person will whisper it to the next person and so on. They cannot repeat it if they have misheard it. The last person in the line should say out loud what they have just heard – and you should say what the message originally was.

Count on lots of laughing, as usually the last message is so radically different than the first that people can’t help but chuckle!

Gather the team. Ask them a few questions:

If we were to communicate like this all the time, what would the impact be on our customers?
What tools do we have around us to stop communication breaking down?
Do we always use these tools effectively?

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