# Bad Customer Service Participants form a circle to practice rapid verbal reframing. Each person turns a terrible customer service statement into a constructive response, then supplies a new negative line for the next person. **Time:** 15 minutes. UWT suggested timing based on source 5 to 15 minute band. **People:** 4 to 24. Circle of up to 12 participants; divide larger groups into parallel circles of 6 to 12. ## Choose this exercise **Purpose:** Practice quickly recognizing unhelpful customer service language and reframing it into clear, positive phrasing. **Use it when:** Use during frontline service onboarding or communication refreshers when trainees need practice thinking on their feet. **Skip it when:** Skip when the team deals with complex, technical support where scripted accuracy matters more than fast conversational reframing. ## Materials and tools - One whiteboard or flip chart with marker for debrief notes - One digital timer or stopwatch ## Before participants arrive 1. Arrange chairs in a semi-circle or open circle facing the facilitator. 2. If the room has more than 12 participants, set up two separate circles and appoint a volunteer facilitator and timekeeper in circle two to guide turns and track pacing. ## Say this to open We are going to run a quick drill on everyday customer service language. Going around the circle, person A states a terrible phrase that no customer should ever hear. Person B has ten seconds to reframe that thought into a helpful, professional response. Then person B immediately provides a new bad statement for person C. If you get stuck, say pass and the next person takes it. ## How to run it ### 1. Introduce rules and demonstrate (3 minutes) Explain the turn order and give a concrete example. Bad phrase: 'That is not my department, so stop asking me.' Reframed phrase: 'Let me connect you directly with the team that handles billing so they can resolve this for you.' Confirm everyone knows they can pass or ask for help if stuck. ### 2. Run first half of the circle (4 minutes) Participant 1 gives a negative phrase. Participant 2 reframes it within 10 seconds, then provides a fresh negative phrase to Participant 3. Continue sequentially through half of each circle. Keep the tempo moving without rushing people unnecessarily. ### 3. Complete circle and switch direction (4 minutes) Continue through the remainder of each circle. If time permits and a circle has fewer than 8 people, reverse direction for a second brief round so everyone has practiced both reframing and generating phrases. ### 4. Debrief and capture insights (4 minutes) Facilitate a short group debrief. Ask two people to share which phrase type felt harder to produce under time pressure. Record one or two standout reframing tactics on the flip chart. ## Debrief questions - Which statements were harder to produce under time pressure: the blunt negative phrases or the constructive alternatives? - What simple wording shifts helped turn a defensive statement into a supportive one? - What is one phrase you have heard in your workplace that you want to reframe this week? **Finished output:** Every participant practices converting at least one negative customer service phrase into a positive alternative, with standout reframing tactics captured on a flip chart. ## Remote Use a video call. Post the speaking order into the shared text chat before starting. Participants unmute on their turn, deliver their reframed response, and tag the next person on the list with a new negative line. Anyone wishing to pass types 'pass' in the chat, and the next person picks up the line. ## Hybrid Establish a single unified turn roster that alternates between in-room and remote speakers. In-room participants speak toward a central room microphone so remote attendees hear the prompts clearly. Display the speaking roster on the shared room screen. ## Access and participation choices - Participants may pass reframing or generating a phrase by saying 'pass' without penalty. - Participants who prefer writing can enter their response in chat or on scratch paper for the facilitator to read aloud. ## If the session gets stuck **A participant blanks out and feels embarrassed under the short time limit.** Step in gently after 8 to 10 seconds and say, 'Let us throw this to the room for quick suggestions,' then move to the next turn. **Participants invent overly vulgar or abusive statements that disrupt the training focus.** Remind the room to focus on realistic workplace blunders, such as dismissive or defensive comments, rather than profanity. ## Terms used here - Reframing: Stating the core truth or boundary of a situation using constructive, respectful, and solution-focused language. ## Sources and adaptation Observed in TrainerBubble training materials under the title Bad Customer Service - Free Energiser. Preserved the circle mechanic, rapid reframing rule, and review topics from TrainerBubble's energiser. UWT added group size caps, an explicit 10-second pacing guideline, a neutral demonstration example, structured pass options, dual-circle facilitation roles, and hybrid delivery rules. [TrainerBubble](https://www.trainerbubble.com/downloads/bad-customer-service-free-energiser) [TrainerBubble](https://www.trainerbubble.com/downloads/bad-customer-service-free-energiser/?currency=USD) Current run sheet: https://unitedwetransform.com/exercises/bad-customer-service-free-energiser-training-course-materials/