Role-Playing Scenario #1 – The Impatient CustomerĪ customer ordered a product online, and they still haven’t received it after the expected delivery date. When a customer violates your terms of service.Here are 8 scenarios that are typical across the board in customer service: However or whenever you use them, role-play customer service scenarios can help you train employees and, therefore, improve customer service in your organization. Their response will determine whether they’d be a good fit, whether they’re knowledgeable and experienced, or whether you should pass on them. Simply stage a scene and give them time to think of how they’d react. Based on their responses, the trainer will be able to bridge knowledge gaps and/or point them in the right direction.Īs a company owner or hiring manager, you can also use role-play scenarios during the onboarding process to determine how a newcomer would approach typical situations in your company.

Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. Role-playing happens when two or more people act out roles in a particular scenario. That’s where role-play scenarios come in! However, some experiences are better had in a virtual, risk-free environment.

There’s no better teacher than experience. What Are Role-Playing Scenarios and Why Do They Matter? In this article, we’re going to provide you with some of the most common role-playing scenarios and share our insights on how to move customer service training online with iSpring Suite.

No matter what customer service situation you’re dealing with, role-playing is the best way to train new employees and provide continuous professional development. But the good news is that most of them are repetitive and fall into a finite number of categories. In difficult customer service scenarios, it’s hard to come up with the magic answer or solution.

And one sure way to make it great is by teaching your team about possible customer service scenarios and how to handle them. With great support comes a strong customer relationship. They can cost your company a great deal of money.Īccording to a report by Forrester, poor customer experience leads to consumers abandoning intended purchases that can be translated to an estimated $62 billion in lost sales in the US per year.

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