Customer service is nothing, if not a daring adventure. Sales Role Play Scenario #1 – The “I’m-interested-but” customer. 1. ESL/EFL Telephone Skills Role-play Cards (Intermediate/Advanced) – Set 2 (Note: Set 1 can be found here: ESL/EFL Role-play Cards Set 1, and Set 3 here: Role-play Cards Set 3) ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. The observer offers feedback in terms of how well the representative communicated with his/her customer. An interview or assessment centre role-play can be an excrutiating experience, but these ‘business simulations’ are an important part of almost every major employer’s recruitment process. Let’s look at how to shine in your role-play. In customer service, it starts with a with a breach of professional distance, like a supposedly friendly “sweetheart” or kiss emoji. Customer service scenarios for role plays Customer service role playing exercises are essential for improving your team’s skill-set, as well as for onboarding new hires. Customer Service Role Play Examples. Below, I present ten common customer service scenarios along with examples of what to say to keep your communication positive, effective, and leaving customers feeling taken care of.

Afterwards, ask your judges to discuss how the customer service agent handled each step, and to come up with their own diagnosis. Here are some customer service role plays tips to get the most out of the exercise. Customer service role playing is a critical component of an effective customer service training program. Customer Service Role Play Description In groups of three, one student is an observer, one is a customer, and one is the business/shop representative. Role-Plays: The 7 Steps To Role-Play Interview Success. But it can easily move to the level of more obvious condescending remarks. It’s always good to anticipate issues and train employees to handle potential situations at-hand. Then, they should show how the product aligns with your company’s value proposition. Companies use a customer service recruitment process which involves a customer service skills test and a role play exercise. The customer and representative act out various scenarios. Customer Service Competencies Although each specific company is looking for something specific in their employees, keep these general competencies in mind when answering interview questions or completing a test as they are common to all customer service jobs. The roles are rotated. It's hard to conceive of a customer service training program that doesn't include at least some role-playing elements. Companies who do customer service right are able to appease unhappy customers and maybe even win their business back. Below are 6 role-play scenarios for practicing telephone skills. Learning about possible customer service scenarios is a great way to prepare for any future customer issues. Assign one role-player to be the customer service agent, and the other to be the customer. Then have them move through each of the five steps, encouraging them with the next step if they seem stuck. There are many customer service scenarios that need to be treated delicately and with tact – and others that offer room for a little more fun.

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