After the role play, the rest of the group can give feedback – e.g. The performance starts based on suggestions from the audience, after which the performers improvise and make the story up on the fly. If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. Customer Service Role Play Scenarios. Also, they are given a certain goal – to get a big refund, for example. Learning about possible customer service scenarios is a great way to prepare for any future customer issues. a manager) and asked to deal with an unhappy customer or an employee who is underperforming. Besides the fun of seeing the story go in the strangest directions, this game teaches a few crucial customer service skills. The Dale Carnegie Training Institute shares their method for memorizing names on their website : impression, repetition, association. The drive to increase the efficiency of your staff, paired with the need for them to continuously improve their skills, means that fitting in truly effective training can be difficult. To help your customer service team practice this principle, divide them into groups to come up with different ways to say “no” without actually using the word “no.” When done, ask the teams to come back together to comp… Excellence in Customer Service Exercise #5 - Role Playing Get into groups and write a script (no more than two pages) for an interaction between a customer and a customer service representative. You can convert customer service scenarios into dialog simulations by using a course authoring tool such as iSpring Suite. Be adaptable; sometimes situations can change, Stay knowledgeable of your product or service. Visit this page now! This stress reaction however doesn’t do us much good in our current society. As Dale Carnegie so eloquently phrased it: … a person's name is to that person the sweetest and most important sound in any language. ... High schoolers describe the parts of a cell phone and role-play a phone call to a customer service … This role-play exercise helps a rep sharpen many tools at once –– in particular, the ability to interact successfully with the many personas they’ll work with within your target organizations. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. The following customer service training activities offer hands-on and engaging learning opportunities for customer service teams. Welcome to ESL Printables , the website where English Language … And it’s an especially limiting emotional reflex if you’re a service rep who encounters many stressful individuals on a daily basis. would you please send me any material you have related to the customer service role play, games, and exercises. The assessment centre is a great way to assess how you deal with difficult situations and awkward encounters. It's hard to conceive of a customer service training program that doesn't include at least some role-playing … … Here are some customer service role plays tips to get the most out of the exercise. In most role-playing exercises, each student takes the role of a person affected by an issue and studies the impacts of the issues on human life and/or the effects of human activities on the world around us from the perspective of that person. One is listening skills. Here are some customer service role plays tips to get the most out of the exercise. 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