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50 Customer Service Training Activities for Live Chat and Telephone Teams

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Activity 49

What Are You Doing?

Ask for a volunteer and begin taking measurements and placing the items of clothing on them, encouraging them to put on the jacket, or hat, etc. without saying a single word.

After several uncomfortable minutes of measuring their arms and even the distance between their eyes, ask the volunteer how this felt. They should say it was pretty awkward!

Then, ask other participants what they think you were doing. They will probably just say you were being weird!

Ask another volunteer to stand up, and offer them the coat, asking questions like:

What do you think about this one? Does it fit well? Perhaps I should measure the width of your shoulders, is it okay if I do that?

Finish the roleplay and ask some questions:

  • Ask the volunteer this time how it felt. They should say that it felt a lot better, since they knew what you were doing.
  • Ask the team what you were doing. They should say that it’s obvious you were measuring the volunteer for clothes.
  • Then, ask the group how this relates to their customers. They should be able to identify that customers will be more comfortable if we talk them through what we’re doing, or why we need to do a particular thing.
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