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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 39

The Change Challenge

Focus	Duration	What You’ll Need
Communication, Teamwork	20 minutes	Only your team!

This game is great for a team which is currently going through a lot of change, or you can adapt the debrief to talk about the impact of change on customers.

Ask your team to get into pairs and explain they will be taking part in an experiment about change.

Ask one person in each pair to study their partner closely. Then, tell the partner that they will need to change three things about their appearance. Give them a moment to think what they might change. Once ready, ask the observer in the pair to turn around so they cannot see their partner, and ask the partner to make the changes. Give them thirty seconds to do this.

Once changes have been made, ask the observer to guess what changed.

Ask partners to switch roles and repeat the experiment again.

Repeat the activity as many times as is needed, upping the difficulty as you go. Increase the changes to five. You could even reduce the time to make changes from 30 to 20 seconds or even less.

The changes will get more and more outlandish as the activity repeats – expect to see people removing shoes, changing their hairstyles, or even wearing coats backwards!

When participants start to protest about the amount of changes, stop and move to discussion.

Good questions to ask the team are:

How did that activity feel? Why?
Why don’t some people like change?
What could have been done differently to help make the changes in this activity easier to handle?

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