Customer Service Team Building Exercises


Customer service team-building exercises are vital to a service team's success. Team building sparks a "team together" attitude and breeds leadership. Without a cohesive team environment, there are no natural peer-to-peer leaders to motivate and mentor customer service reps who struggle. This places more stress on supervisors because more time is spent correcting negative behaviors. With effective team builders, service reps will learn and be motivated to work harder.

Mock Escalations

  • Place the team into groups of three. One person plays the part of an escalated customer, and a second plays the service rep. The third member helps the rep with critical thinking and "outside of the box" ideas to resolve the escalation. Use scripted scenarios and, as the reps work through the escalation, they learn new ways to handle difficult situations. Rotate each person until all three have completed each role in the group.


  • "What's in it for me." This is a group exercise facilitated by the team supervisor or a selected leader. Discuss the things in each representative's life inside and outside of work that motivate them. A round table discussion helps team members understand the motivators that keep their colleagues coming to work each day. Reminders of each person's motivator should be kept in their workspace, and others should use the team motivators as inspiration during times of high stress or challenging service levels.

Scavenger Hunt

  • Split the team into small groups of three or four and have them work together to complete a scavenger hunt around the call center. One group competes against the others with one group winning the scavenger hunt. The landmarks, items or personnel should be important to their job roles and should be designed to drive business awareness. It teaches the team to work together to accomplish a common goal.

Pass the Ball

  • Pass the ball is a great icebreaker to start a team meeting. Present the team with a scenario that requires critical thinking and teamwork. Pass a ball or other item to one team member to gain their insight on the topic. Once they give their opinion, the ball goes to the next representative and so on until everyone has had a chance to speak. This supports open communication among team members. Use speaking points brought up by the team members to support everyone's point of view. This validates every person on the team.

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