eBook

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

Next Chapter Download PDF

Activity 38

Telephone

Focus	Duration	What You’ll Need
Communication, Listening Skills	5 minutes	Just your team

This is a great activity to demonstrate the importance of active listening and not making assumptions.

Tell your team you are going to tell them a story. They will need to listen carefully and they should not take any notes. Once you have finished telling the story, you will ask them a question about what they have just heard. If anyone knows the answer to the question, ask them to keep it to themselves until asked to share.

“You are the bus driver on the number 10 bus. At the first stop, 29 people get on. On the second stop, 6 of those 29 people get off, and at the same time, 10 new passengers arrive. At the third stop, 8 passengers get off. The bus is running a little early, so during 3 minutes wait at the stop, 14 people and a dog get on. At the fourth stop, 12 passengers get off, and 2 passengers get on. At the fifth stop, everyone gets off.

How old is the bus driver?”

Ask anyone who knows the answer to put their hands up but not say the answer. Most people in the team who do not know the answer will probably look quite puzzled and some might say that you hadn’t given them that information to begin with!

Finally, ask anyone in the team who knows the answer to share it. If nobody knows the answer, share it with them: the very few first words spoken were “You are the bus driver” so the bus driver is as old as you are.

Previous Chapter

There's a lot more where this came from!

Get our monthly customer service news and best practices update delivered to your inbox.

By clicking "Subscribe", you agree to our Privacy Policy.

More resources for you

omnichannel product tour

The Live Chat Buyer’s Guide: What to Look for and How to Ask

Comm100 Live Chat - Powering genuine, real-time customer conversations

Live Chat Benchmark Report 2020

Get started today

Join thousands of happy Comm100 customers

Get Comm100 Free Book Demo

Want to learn more? Watch a product tour!