Customer Service Training Activities

Customer service training activities to assist you with the design of your customer service training.

This website it full of useful resources for you to use in your training.

Fists*

This is a really useful training activity for looking at dealing with customer complaints, and makes lots of learning points around assertiveness and persuasion and influencing skills. It's also great because you don't need any equipment or preparation.

Get people into pairs, and ask one of the pair (A) to clench their fists ( or the appropriate action from the list below ). The other person (B) in the pair now needs to persuade the other person to open their fist. Neither party should touch the other person.

Reverse the roles after a few minutes.

Then lead a dicussion in plenary, to ascertain what worked and what didn't, and why it worked. You'll be able to lead a discussion around

* asking versus telling
* telling versus persuading
* building rapport
* body language
* choice of words
* the use of the powerful word "because" - explaining the reason why you want or need someone to do something
* what worked and why it worked
* what didn't work and why it didn't

The interesting thing about this exercise is that you can't script what will work in every case. The "persuader" has to tune into the other person, which has good parallels for customer service.

* This doesn't have to be fists, it could be - persuading someone to sit down, - or stand up,- to put a jacket on- to take a shoe offthe choices are endless

More Free training Activities for you to use in your training

This site has lots of other training activities, or icebreakers, or customer service training tips to help you deliver good customer service training.

Overcoming resistance in a training session

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