Customer service energizer
Home>Customer Service Training Activities>Customer Service Energizer
Customer service representatives will need to think on their
feet. Customers can always surprise us with their questions, comments or
This Energizer is a great way to break your training
especially if that is centered around systems; this keeps people tuned in to the
needs of the customer.
Quick thinking - customer service energizer
Face to face and telephone representatives
It’s a good customer service energizer to play between longer sessions, and
keeps the participants alert to the needs of customers.
You will need
Very little – that’s one of the reasons it’s a great enegizer
to have in your toolkit.
If you want to you can print the series of cards.
Prepare a list of things that a customer may say to a member
of your team.
We’ve helped you out with a few below.
These statements should be from the ordinary to the
ridiculous. Some of these are actual complaints made by tourists http://www.telegraph.co.uk/travel/galleries/ridiculous-complaints-made-by-holidaymakers
Your role is to get people to think about their answers to
the following range of customer facing situations. Some of them are ridiculous;
you need to help participants think through answers that are helpful, courteous
and polite. Do not let people think they can laugh at customers.
Your phones take ages to be answered, why has it taken me 10
minutes to get through?
I know it’s not your fault but I’m fed up with having to
keep phoning to sort this out
I can’t remember my password can you tell me what it is
On asking some security questions for data protection “I’ll
tell you my address if you tell me yours”
I want to speak to a manager
You’re the 4th person I’ve spoken to; I keep
being passed around. Does anyone there know what they are doing?
So I’ve just spent 20 minutes trying to get through to
someone, and you tell me I need to go to your website to do this?
12.01 I know that there are 6 feet snow drifts out there but
I haven’t received my on line shopping that I ordered for this morning
The animals in the zoo looked very sad; it upset our
There were no signs to say that you shouldn’t get in a hot
air balloon if you didn’t like heights
I spent a whole week on safari, and didn’t see any good
animals; all there was were antelopes
You said the town was next to a volcano, but we went and
there was no lava. I’m pretty sure it was just a mountain
A man who took a summer cruise around Alaska complained
about the weather not being as warm as he expected
A cruise passenger “ The sea was too loud – you need to
sound proof the walls against the noise of the sea”
No one told us there would be fish in the sea; they
frightened my children
The beach was too sandy
It took us 9 hours to fly home from Jamaica to England; it
only took the Americans three hours to get home
The sand was white in real life; in the brochure it was
I compared our 1 bed apartment to the size of our friends 3
bedroom apartment, and our was significantly smaller
On my holiday to Goa in India, I was disgusted to find that
almost every restaurant served curry which I don’t like
We want to take an excursion to the waterpark; will we need
to take swimming costumes and towels?
We bought “Ray-Ban” sunglasses for five euros from a street
trader only to find out they were fake
In a 99 cent shop / 99p shop where all items are 99p - How
much is this mug?
How much does this £11.99 top cost?
In a gas station / petrol station; I’ve spilt gas / petrol
filling the car; it’s very smelly
I’ve brought this T-shirt back as it ripped while I was
I’ve bought this saucepan back as the soup I made has burnt
on the bottom and I can’t use it again.
Do you sell kittens?
Do you have a “Happy Divorce” card
I don’t feel well
Where did I park my car? I can’t find it
What time does the 7.00 a.m. breakfast club start?
In a German Hotel – Why is there no English milk here?
The sauna is very hot
I don’t like the cups you service your tea in; they are too
I don’t feel well
Your swimming pool is very wet
Your website states “ No hairdressers at the hotel” – we’re
trainee hairdressers is that OK?
Our bedroom is very smelly
It’s long way to walk to the dining room from our bedroom
I don’t want to be on the ground floor; I don’t feel safe
The key doesn’t work to the hotel room door
I’m on a special diet at the moment. I can’t eat dairy,
meat, gluten, shell fish, or nuts. Can I have spaghetti bolognese please?
Find more customer service training ideas by clicking on the links below