50 Customer Service Training Activities for Live Chat and Telephone Teams

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Activity 51

Write Customer Letters

This activity is adapted from Green Rock Customer Connect. This activity will help to raise team morale, and also engages your team in considering what a customer is really looking for when they seek help from one of your team members.

Split the group into pairs. Ask each pair to talk about a customer they spoke to recently, who they had a positive experience with. Have them share the customer’s name, their most recent purchase or service that they needed, and what they needed help with.

Now ask the team to each compose thank you letters to your company from the perspective of this customer, writing about the other person’s experience.

Ask the team imagine how this interaction made the customer’s day better, and to praise the company’s best points.

Then ask for volunteers to share their letters in order to prompt a discussion.

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