Divide your team into groups of 2-3 people, pick a few challenging topics, and task them with coming back next meeting with a 5-slide children's book to make the concept easy to understand. Help people improve their communication skills by challenging them to present a topic in a way a five-year-old could understand. If you have time, run through another situation. Give them five minutes to act out the scenario on the call, and debrief as a team afterward. Next, have the facilitator send a scenario to someone who will act as the customer and assign another person the customer service representative role. Once all the scenarios are collected, have your team convene online. Have people send their scenarios to the person who will act as the facilitator. Have every team member write a difficult customer scenario they have personally faced or witnessed another team member face.
Help people improve their communication skills in difficult situations by conducting some simple role-plays. Role play out challenging conversations to help people grow and improve your customer experience at.
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