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Phone and Written Service Practice Drills
Ready-to-run training activities with editable files, for in-person and virtual sessions. Instant download after purchase.
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Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.
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About this activity pack
Twenty short practice drills for the phone and for written replies: greetings, holds, transfers, messages, voicemail, and rewriting emails, chats and texts, each with model answers.
Who it is for
Service supervisors and team leads who want short, regular practice in huddles
Trainers building phone and written customer service programs
Small-business owners whose front desk, counter or office staff answer calls and messages
Call center and support leads coaching phone, email and chat agents
The problem it solves
Most service skills are small: saying the business name clearly, asking before a hold, putting the answer in the first line of an email. They become habits through short, repeated practice, not through one long session a year. But writing practice material takes time, so it rarely happens. These drills take 5 to 15 minutes each, need almost no preparation, and run in person or online. Each one practices one skill, using the same steps your team uses for calls and written replies, with a model answer to compare against.
What is inside
Copyright, how to use the pack and terms explained (3 pages)
Guide (2 pages): why short drills work, the five moments of every call, the four steps for written replies, running drills in person and online, giving feedback and a four-week plan
Drill chooser (1 page)
20 drills (10 pages, two per page): 10 phone and 10 written, each with purpose, time, group size, materials, steps, practice prompts, debrief, a virtual version and what to watch for
Write your own drill (2 pages): blank and filled in
Model answers (2 pages): for every drill
Editable Word file (20 pages): all drills, model answers and the template
How to use it
Pick a drill from the chooser, or follow the four-week plan.
Read its half page and print the prompts if needed.
Run it at a huddle or team meeting: practice in pairs, give one thing that worked and one thing to try, then swap.
Share the model answer and repeat the drill with new prompts the next week.
Formats and file types
PDF guide, drills and model answers, 20 pages, US Letter
Word (.docx), all drills and answers, editable
Licensed for internal use by the purchasing organization
Frequently asked questions
How long does each drill take?
Between 5 and 15 minutes, so you can run one at the start of a shift or in a team meeting.
Do the drills match the KA phone script kit and email library?
Yes. They use the same five moments of a call and the same steps for written replies, so your team practices the scripts and templates they already use.
Can I add my own prompts?
Yes. The Word file is fully editable, and the template shows how to write a drill from real calls and messages, using made-up details.
One price, yours to keep. Licensed for use within your organization.