Question Detail

Customer service skills workshop

The question was posted by Sue on 23/09/2025 17:48:07

I have been asked to run a customer service skills workshop for group who handle customer calls over the phone. They have had something delivered in December last year, predominantly on ppt. I would like do something as a follow up but interaction and relevant. If anyone has successfully run something similar it would be great to get some advise. Many thanks.

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Hi Sue,

Road has beaten me to it, I used Pitfalls and Trampolines and it was a great way to engage and get across some key points. I've ran a 4 module customer service event for an online help desk. We focused on activities around understanding the customer, effective communication (there's lots of material on TL to support this including The Witches of Glum as a favourite), dealing with complaints and then working collaboratively to support ongoing development and improved service. Hopefully that will give you a few more ideas.

Best wishes

Ann

24/09/2025

Ann

Hi Sue Firstly do you know what the objective of running your course is considering similar training ran in December? Are they looking for an update or address more specific areas the December course didn't include? I've run several customer services courses in the past for the NHS and included a drama based segment acting out scenarios. Depending how creative you want to be and understanding what the key priorities are. Sera

24/09/2025

Sera

Hi Sue,

The first thought that popped into my head was to recommend you look at this activity:

https://www.trainerslibrary.com/materials/training_doc_details.aspx?doc=219

Pitfalls and Trampolines is a fun board game that I think might suit your needs perfectly. The link above is for the Customer Service one, but there' also one for Call Centres and Telesales (link below) and there's no reason why you couldn't use a combination of the cards from both choosing those that feel most relevant.

https://www.trainerslibrary.com/materials/training_doc_details.aspx?doc=1662

Let me know if that helps and if you use the activity, how you got on.

Rod

24/09/2025

Rod

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