Find a way to say it

Participants in this activity will practice rephrasing poor customer service responses to highlight the importance of knowing what to say and what not to say when dealing with customers.


Split the group into two teams. Team 1 and Team 2, agree on which team will start first, the team that starts will come up with a bad customer service statement that really shouldn’t be said to a customer, something like “You don’t know what you’re talking about” The task of the other team is to change the statement into a positive statement and a suitable respectable response to a customer for example, “Thank you for your feedback”

On the second round, the teams change roles, now it’s the other team’s turn to come up with another bad response that needs to turned into a positive suitable response to a customer.

Other examples of bad and negative customer service responses:

“You’ve come through to the wrong place”

“No, That’s wrong”

“You, don’t understand”

“if you’d just listen to me”

“I told you before”