Customer Service Role Play Scenarios Pdf

Be sure that students include body language in their portrayals. Interlink inputs with our Customer Service PowerPoint template. Because full-. This website and its content is subject to our Terms and Conditions. “Why Role Play Doesn’t Work for Customer Service Training. TTT Training Resources offers numerous role playing games. This often leads to a disconnection such as the one portrayed in the scenario above. Customer service scenarios are great for role plays, training newcomers and improving skills. I was interviewed by 2 ladies, who I have to say made me feel relaxed they were very friendly which made for a nice interview. Workplace Conflict Scenarios Objectives: Participants role-play various approaches to conflicts that might arise in the workplace. iROLE PLAY IN HOSPITALITY EDUCATION Duncan R. The role-play will assess you on the core skills you need to have to be an effective cabin crew member. Whether the challenge is increased regulatory pressure, consolidation, cost pressures, rapidly shifting consumer trends – or, more likely, all of the above – a customer centric focus can play an instrumental role in staying a step ahead of the competition. Since difficult customers are inevitable, it is important that you and your team. Working in customer service is usually seen as straightforward and repetitive: Customers ask questions, get answers, and say goodbye—that is, until something else comes up. Student lesson and lesson worksheet (see below) Suggested Method of Instruction: The teacher or facilitator could either read through the content of the lesson or could require the students to read it on their own. Sit down with a colleague of yours and ask them to come up with some situational interview questions that you can practice together. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. Works well, is mostly on task, and is a contributing member with few needed. Please try again later. We frequently receive requests for training ideas from organizations wishing to develop their own customer service programs. Choose one person to play each of the characters, making sure to follow the instructions for your character. Objectives: to familiarize students with basic vocabulary items, e. Whereas good customer service solves problems in a way that leaves customers feeling that they've been treated fairly, bad customer service attempts to sway customers into thinking their concerns are unfounded. This opens the door for the teller to provide good customer service by recommending the debit card and explaining how to use one. Welcome to Getting Started with Library Customer Service!. And cast members aren’t just hired for a job; they play a role in a ‘show. about measures of customer service, market share, customer focus groups, customer re-tention, and other indicators of customer sat-isfaction. Also, tell students that each person must learn about the other party guests’ jobs by asking them at least two questions about their work. In response to the data on customer service in health care, marketers play a significant role in persuading customers (patients) to “buy in” to a “brand. When this exercise is employed in an interview, the purpose is to place the candidate in a situation that resembles the typical conditions of the job and to see how they perform. Luckily it is still early afternoon, so you are able to. pdf FREE PDF DOWNLOAD NOW!!! Source #2: customer service call center scripts sample conversation. Facilitator's Copy of the activity. Incorporating massage into a "gentle touch" philosophy. This is a worksheet to help practice technical language related to computers and customer service. The use of drama and role play can create an opportunity for the learner to hear and use language in a meaningful context, so as to be able to. and use role play to present the scenarios and link them to the principles. Excellent customer service is vitally important in the hospitality industry. What Is Internal Customer Service? A Definition and Case Study. Workforce of the future: The competing forces shaping 2030 2 Contents PwC’s global People and Organisation practice brings together an. Role play is particularly useful for exploring how people respond differently to the same situation. As part of this activity, each student in a group could fill out the Role-Play Solutions Worksheet (found on pages 6-7 of this PDF document). Customer Service Associate [Intro paragraph] You’ll get the most responses to your job posting by using the first 2-3 sentences to introduce your business to prospective customer service associates. Service complaints can happen anywhere. Determining whether to use role-play for training or assessment will also help frame goals, structure and scenarios. Finally, each group presented their scenarios and the steps towards empathy that the kids decided upon. hospitality role playing scenario. expemo; Pricing; Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. The caller should always explain who he is and what he is calling about so the role play can be simulated correctly. customer service call center scripts sample conversation. Introduction. Greeting the Customer Role Play Peer Evaluation Instructions: Read the following lists of appropriate behavior for the Sales Associate in the Greeting the Customer role play. The therapist incorporates various roles; facilitator, coach and role model. Conflict Resolution Scenarios – Interpersonal Studies indicating dissatisfaction concerning your service by the store clerk. Test your new hire's research skills by seeing what they know about the. Fortunately, much of the work of preparation, once done, can be distributed to other educators. iROLE PLAY IN HOSPITALITY EDUCATION Duncan R. During a role play, the interviewer may assume the role of a client or customer while you act as though you've got the job for which you're applying. service for the customer. Customer service, the interaction between the client and the supplier is an integral part of the purchasing and user experience, and as such, is the key to continued success in business. 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. "The training is going very well. in the role-play. 94 Customer. PROFITT Curriculum—Soft Skills Module # 13 - Customer Service Standards Soft Skills Module 13-1 transcriber and as such identify one scenario the depicts poor customer service and one scenario that demonstrates good customer service Close the activity with students participating in role play of the two scenarios to practice. This common scenario depicts a fairly. • Customer service. You may want to plan for a. Testing your new hire on how he or she will deal with the unknown. - Click here for the 2019 Sales Role Play Evaluation Form. CONFLICT RESOLUTION: CASE STUDIES The following case studies match the scenarios in the online training. But what does that mean? Let’s start with some definitions. These exercises simulate work-related tasks in a business environment, allowing the candidates to demonstrate their aptitude related to the requirements of the job. Use these comprehensive role play scenarios during employee and manager training on effective feedback skills, to give participants practice with all feedback actions and directions. Let's role play, sell me a bank product 2. opportunity for role play and the sharing of experiences. Individual Service Plans should reflect the goals of the individual served. This customer service training game teaches not so much a lesson, but a memory technique that is proven to work. • Using the positive critique model consider then role play how you might approach Jean with feedback. across all customer interactions. Find customer service role plays lesson plans and teaching resources. Our Customer Service Training Module is widely used in corporate training and is developed by our expert trainers who have extensive experience in conducting customer service training in both local as well as international organizations. Fortunately, much of the work of preparation, once done, can be distributed to other educators. Community health workers (CHWs) are lay members of the community who work either for pay or as. **click to enlarge** That last customer service report template is heavily populated with information and tracks a host of metrics that are common to a helpdesk dashboard in addition to customer satisfaction or even a customer service dashboard. Stiff, robotic greetings and obviously-canned responses make customers feel undervalued, and can make call centers appear. It is critical that participants role-play in both the manager position as well as employee role. For help with your resume, check out our extensive Customer Service Officer Resume Samples. you’re the role model for your employees. Quick Service Resturant. What communication problems likely precipitated this situation? Bill’s lack of accountability indicates that he was either not familiar with the organization’s expectations for performance, or that his. Development of this type of bonding drives the business to new levels of success. Case Study is the application of your knowledge and thinking ability to a situation. Scenario 1. Situational interview questions work particularly well for sales, manager and customer service roles. You want to help this customer as best you can. 40% of customers check search engines or a help center before reaching out to a customer service representative, yet just a fifth of businesses offer people the self-service experience they desire. This customer service training game teaches not so much a lesson, but a memory technique that is proven to work. Role playing games and lesson idea - Fun for the whole class! We've got tons of them for you to choose from - and everything is free. The drive to increase the efficiency of your staff, paired with the need for them to continuously improve their skills, means that. Have them role play two ways of concluding the scenario. For example, the customer is upset with your company and the employee has a condescending attitude. Most of the scenarios listed come from a site of training scenarios; they are all potential, relevant events for our area, including the 5 th scenario which we have been concerned about for some time. You'll also likely get questions around your customer service abilities, since retail jobs involve being around many people each day. Materials:. Of course, this means that. The professional qualities of customer service to be emphasized always relate to what the customer wants. T and Sts then discuss the activity as a group: T asks the Sts who played the guest to explain what it. So, be sure to pre-teach any necessary vocabulary and allow them to practice their dialogues, if needed. It can be fun if you’ve got some creative staff members!. Duration of the role play: between 10 and 15. Had to deal with an angry customer Went above and beyond Gave great customer service. #1 Service: In the profession of care giving, serving the client is the one thing that drives the program. Which is why most brands and companies invest thousands of pounds behind. Customer service calls usually follow a standard procedure. In this article we have asked our panel of experts for the top customer service interview questions. Now the task in selling a simple object such as a pen and the “sell me this pen” role play scenario seems easy and you might ask yourself why a hiring sales manager would ask you such a thing. Cashier talking on the phone and not acknowledging a walk-in guest 2. Partnerships will play an ever more important role in driving innovation. Case Study #1. Because we are all different and unique people, each person’s ISP should be unique and address the needs and desires of the person. Along the way towards that goal, it would also help a solo player end up with a group of characters with a small village's worth of NPCs and locations. One student takes on the role of a waiter and the other two students are customers. What do they want out of this phone call? How are they likely to react when confronted with certain problems? In order to create a sales script or a customer service script that works, you must be able to anticipate customer needs. What Is Internal Customer Service? A Definition and Case Study. This common scenario depicts a fairly. The American Express 2017 Customer Service Barometer found that Americans tell an average of fifteen people about a poor service experience – meaning good restaurant customer service is key. 2021) scenarios are the overall use of and trust in information and communications technologies (ICTs), and the relative emphasis on centralized versus distributed ICT control. Whilst the role play seems like everyone to be a good idea, it seems it might be worthwhile going over some possible scenarios for your role play exercises, and more detail on how they should be conducted. No wonder, small firms try to avoid such incidents, because it will influence their financial health and even existence. Working in sales for two years helped me build confidence, and taught me the importance of customer loyalty. Don’t look contacts should be performed intermittently throughout the year in order to maintain a positive relationship. Use Handout 5–1, Role-Play – Customer Scenario and Handout 5-2, Role-Play – Child Support Enforcement Worker Scenario. Have them role play two ways of concluding the scenario. Customer Service Skills Self-Assessment Adapted from New York State Government Office of Employee Relations Good customer service requires strong customer focus, specific personal characteristics, and the ability to meet customer service challenges. often feel intimidated and insecure when it comes to playing an active, assertive role in their care. Welcome to Getting Started with Library Customer Service!. Anne her preceptor has received some feedback that Janelle's time management is better in their role play scenario. discussions and answer any questions you may have. The Initiative provides CHWs with creative strategies, materials, and tools for training, educating, and changing lifestyle behaviors so CHWs can be active promoters of health in their community. When it comes to software development and systems configuration, the system developer role comes into play. Pre-Intermediate Level >> Flashcards/Role Play Materials >> Waiter, Customer and Manager role cards to help students with functional and situational language required in a restaurant. Scenarios and role-playing are the best way to find out about a person because. I need ideas of games and role plays for Didn't find your answer? Enter your keywords any customer service role-playing scenarios for dealing with irrate customer or any pertaining to customer service skills? Thanks so much. NURSING CARE FOR A PATIENT SCENARIO 8 The Braden Pressure Ulcer Risk Assessment Tool is somewhat easy to use because it provides choices that enable us to clearly picture-out or depict the scenario, thereby leading us to give the appropriate score suitable for the client. It is better to do this than to make everyone watch a single group role play – no one enjoys that! Each group is given a different customer issue, specific to scenarios that suit your business. That's why we urge students to contemplate such situations and role-play whenever possible during training sessions, meetings, or group gatherings. In this article I'll share some invaluable tips on how to develop effective scenario-based online training. Role Playing and Sample Situations. They best engages your analytical and reasoning skills. Many customer service scenarios are routine, but on an average day, customer service reps also deal with challenging and often unexpected situations. This blog is based on the How to Succeed Podcast with special guest, Hamish Knox. customer service. ) Plan your response and prepare to call the customer. These questions cover four common bases from classics, team leadership, examples and role play as well as customer service – know-how and competency. Seek outcomes that will satisfy your customers, and make sure these are feasible and affordable for your business. You'll likely hear questions such as "why should I choose your company?," "what sort of prices or advantages can you offer me?" or even specific. Why is our customer angry? Let's provide our actors with a few choices. Customers play an important role in total quality management. I am hoping to talk to you about your medical issues, see how you are. Discuss each scenario when the role-play is finished, pinpointing good aspects and areas that need improvement. He still fails the second major assignment even after he had tried to complete the assignment properly. - Click here for the 2019 Sales Role Play Evaluation Form. Works with partner to accomplish task. Think about what you have learned and identify a conflict resolution technique that you would use in each situation. Most of the scenarios listed come from a site of training scenarios; they are all potential, relevant events for our area, including the 5 th scenario which we have been concerned about for some time. Slides from the clinical case scenario slide set can be added to the standard. Role plays. Creating calm with difficult customers is not a matter of using aggressive tactics. Wentworth's INR results. You will present your recommendations to the marketing director (judge) in a role-play to take place in the director’s (judge’s) office. Decide how you will introduce and use the role plays. Role play exercises are often used to assess your communication, influencing or negotiation skills, particularly if the job role requires a high degree of interpersonal interaction, for example a sales or customer service role. The first role-play is based on buying a mobile phone. Workforce of the future: The competing forces shaping 2030 2 Contents PwC’s global People and Organisation practice brings together an. Good customer service relies on real conversations rather than on a fixed, cold script. Below are a number of experiences you may have that require you to question your self-image. Development 4. or her with your customer service and selling skills (perhaps it might help you get promoted in the future. We are now going to "role play". Use any of the below customer service training activities in this page and incorporate them any customer service training initiative, they can help you highlight some key customer service concepts that can also be modified further or debriefed differently to serve specific learning points. I am hoping to talk to you about your medical issues, see how you are. Shop service role-play: Materials o Role-play cards: Shop assistant Customer, version 1 and 2 o Customer satisfaction survey o Returned goods policy form (optional - the shop assistants could use their own paper) Role-play 1 Receipt Date:14/09/04 Time: 11:32 Shirt, red. Depending on the class enrollment, some number of students will receive the same scenario. On the third day of class, Bobby passes his accommodation letter to the front of the classroom,. Scenario 1: Mrs. A collection of downloadable worksheets, exercises and activities to teach Customer service, shared by English language teachers. I am a customer calling in to cancel my service, I do not have any additional services. 1 Page 21 Management and Strategy:Guidelines. Qualifications 3. Role Play Exercises Role Plays can be part of Assessment Centres run by graduate employers. What did they actually do and experience? The questions don’t focus on the future, what might have happened, or on hypothetical scenarios. For instance, some years ago, Blockbuster had. Greeting the Customer Role Play Peer Evaluation Instructions: Read the following lists of appropriate behavior for the Sales Associate in the Greeting the Customer role play. They will ask about your motivation, your experience with customer service, your knowledge of banking products, your sales skills. By reviewing what. Drills, Dialogues, and Role Plays A Lesson Never Forgotten “Jambo!” is hello in Swahili. Get ready for some role plays! Daily life in English is important! Doctor’s Office Conversation usually starts on the phone with an appointment and then continues later in person at the Doctor’s Office. Use scenarios that come up often, are challenging, and that have the biggest financial impact. While freeform generally adheres to the invisible rules of role-playing [15], the form of role-playing is tailored for the needs of each particular game. --- society of logistics engineers (sole) 1974. Let’s take a deeper look at three key areas of service – each supported with a true story – friendliness, attentiveness and knowledge. ESL Lesson Plans for Teachers - Topic: Customer Service. What did his nonverbal actions demonstrate? Assignment 2 At Your. However, there is no unanimity on the possible source of service quality and customer satisfaction. This way you are providing them with more responsibility and they will feel that they have to know the role inside and out in order to present the details about it. They are given a scenario and prepare a role play to be performed in front of the class. Our Mission Everything you need for Customer Service Week: Decorations, Gifts, Rewards, Ready to Use Puzzles and Activities, Organizer's Guide, and More. What is the basic difference between a successful and an unsuccessful business? A business is successful only when its products and services have enough buyers in the market. Role playing is an effective exercise for sharpening customer service skills. To prepare them for this, we de signed an Introduction to the Hotel unit, which briefly goes through the departments and jobtitles common in a large hotel; customer care functions of front desk and some other departments; and the. centered on customer service that includes not only our external customers but our staff as well! This handbook contains our customer service standards, customer service principles, and staff resources. In business, the function of marketing is to bring value to customers, whom the business seeks to identify, satisfy, and retain. Interviewers frequently ask interview candidates to assume the role of a. As part of this activity, each student in a group could fill out the Role-Play Solutions Worksheet (found on pages 6-7 of this PDF document). You can also see Business Case Template. We can write a Custom Case Study on Bad Customer Service for you! The impact of bad customer service is very harmful for a company, especially the small one, which does not possess great stream of customers. He is very vocal. Along the way towards that goal, it would also help a solo player end up with a group of characters with a small village's worth of NPCs and locations. Customer Service Training Tips Roleplays #1 Timing. Role Play: Honest Principal Investigator Role Guide. In my last role, I launched a. Customer service calls usually follow a standard procedure. Have one student play the role of the customer and another play the customer service employee. com's Guide to Managing Stress. Diffusing Hostility through Customer Service Role Play Situation Cards. Review the Judges' Instructions and the Case Study Situation. Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to challenging customer service scenarios. be told to listen and observe the body language of the worker/guest role play and fill out the rubric for the group. The drive to increase the scenario X X 82 Write Customer Letters X X 83. Facilitator’s Copy of the activity. The marketing department is the face of the company & most importantly promotes the business. poor customer service – ultimately diminishing pro ts. The contact center: from call and contact to customer experience and engagement center Contact centers are going through a series of changes of which many already are disrupting the status quo. service regarding feedback system, implement staff training as well as conduct regular advertising campaign to attract new customers and also to inform existing customers about upcoming events. Student lesson and lesson worksheet (see below) Suggested Method of Instruction: The teacher or facilitator could either read through the content of the lesson or could require the students to read it on their own. You walk into the role play room, as you enter you are greeted by the role actor walking towards you, pointing and saying “Hello, my name is James Bacon, I hope you are going to do something about that security guard. (08) 9346 2600. In customer service industries, from fruit stands to cellular giants, how your employees treat your sales prospects affects how well your business succeeds. Because full-. John likes to do things they way they have always been done. Communication is at the heart of this position. Role plays. TTT Training Resources offers numerous role playing games. John has worked at the company for a long time. What are examples of good customer service exemplified by Brandon? Assignment 3 Critical Thinking Answer each question after thinking carefully about your responses. Customer service can mean many things, depending on the environment. Consumer Call Center Role Plays Page 1 FOR USE BY CENTURYLINK ONLY individual who will be playing the role of your customer. It’s therefore important that the role-playing scenario is designed and managed by someone with real practical experience of the situations being modelled. Character Description: The Honest Principal Investigator. The instructor then hands out the same pre-printed role-playing descriptions to all the pairs of students. Use at least one telephone strategy to clarify information. Materials:. She is passed over for promotion to work on reception because her manager thinks that black women do not perform well in direct-facing customer service roles. They're like customer service on steroids. We are proud to share our best tips presented in our advanced guide to customer service training. You will be required to play the part of the jobholder and will be presented with a customer problem or complaint that. I hope you've realized the importance of providing a great customer experience and have a better understanding of how to handle any situation. Health coaching skills strengthen with practice. Then, role play that scenario making the agent the customer and you the agent. All in all, this was a great way to get the kids thinking about putting themselves in each others' shoes. Get ready for some role plays! Daily life in English is important! Doctor’s Office Conversation usually starts on the phone with an appointment and then continues later in person at the Doctor’s Office. In triads, have the two act out the role play with the third person acting as observer and providing feedback. The details of what you need to do depend entirely on why you want to include role-playing exercises in your course. This is the script for a workshop for training people on various skills necessary to deliver exceptional customer service. service for the customer. Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. 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. The role they will play in the future of business management, manufacturing processes, sales and marketing, and overall organisational remains to be seen. We all know how important a portfolio for Service Business Template. customer-centric isn’t just a feel-good mantra, it’s a core business requirement. Quickly find that inspire student learning. 21st century customer service is tougher and more demanding than ever. Remember the best idea or activity can go south very quickly if it is not adapted to meet the needs of your students. When you left the hospital, Lynn, your discharge educator, mentioned you'd receive a call checking in on things and I'm glad to help with this call. How to Improve Customer Service with Supply Chain Management. The interaction can take place in person or over the phone. Follow these 9 quick yet important tips to ensure you do a sterling job with your customer service. The therapist incorporates various roles; facilitator, coach and role model. Gain answers to your most trying customer service scenarios in the field in this in depth Q&A discussion. Start free training or check customer service tips first. Do not record the responses. The first step in creating a customer service strategy is communicating the customer service vision to employees. Scenario 1: Mrs. For part two of the lesson, you divide students into groups and hand out role play cards. It's a great way to get students to express their feelings and opinions. Fortunately, much of the work of preparation, once done, can be distributed to other educators. The students then act out the accident for the class and the ‘caller’ places an emergency call to Triple Zero. New president offers amnesty. Greeting the Customer Role Play Peer Evaluation Instructions: Read the following lists of appropriate behavior for the Sales Associate in the Greeting the Customer role play. Customer service scenarios are great for role plays, training newcomers and improving skills. (PDF) Travel problems vocabulary and speaking exercise with pictures (PDF) Talking about restaurant problems - worksheet with pictures(PDF). • Using the scenario provided, focus on using three (3) positive voice skills to de -escalate the situation • Practice staying calm! • Put yourself in the given role-be realistic! • Allow the scenario to play out some • Switch roles • Give feedback to each other • Debrief. It is the first opportunity an establishment gets to impress and create a lasting great impression. This resource contains various phone call situations written on role play cards that occur at work. Customer service is often the main point of contact for a customer, so representatives can paint the company in a positive light by providing friendly and prompt service. Sales Associate. When you left the hospital, Lynn, your discharge educator, mentioned you’d receive a call checking in on things and I’m glad to help with this call. At the same time, doctors, with their medical knowledge and historical aura of authority, often have a tremendous psychological advantage over their patients. You are not sure what the meeting is about, but they did not sound happy on the phone. Activity Now, either as individuals, in pairs or small groups, ask them to consider the following scenarios. Determining whether to use role-play for training or assessment will also help frame goals, structure and scenarios. For instance, marine shipment from the United States to Singapore sometimes takes more than 60 days instead of the scheduled 40 days. Apparently it is a 1-1 with an assessor and they were given a customer service scenario and were expected to follow the company policy. Give positive reinforcement if employees appear nervous. Phone Call Role Play CALLER: Hello Ms. Businesses lacking in one or both have a very low chance of survival. to provide quality customer service to the passenger and by establishing an organized system of communication between the dispatcher and driver. Are you confident in your abilities to interact with customers successfully every time? I am confident in my communication skills. Each person in the role play will be assuming one style of the DISC model and will reactive and respond in the scenario as a person who embodies that style. The company understands that empathy, patience and positivity are customer service skills that matter the most. Businesses lacking in one or both have a very low chance of survival. In a behavioural interview we seek to find out what happened, and the role that the individual played in what happened. Get the guide. With a partner, you are asked to role play this scenario, dealing with the complaint and completing the Customer Service Report Form on page 20 appropriately. 2011 PBL NLC CLIENT SERVICE PRELIMINARY CASE STUDY JUDGES' NOTES JUDGING THE PRESENTATION 1. PwC Financial Services Technology 2020 and Beyond 5 6 Source: PwC’s 19th Annual 19th Annual Global CEO Survey, Jan 2016 You are a bank executive. For a sales or customer service role, they will be looking for you to show. • Identify the role that health literacy played in these scenarios. ROLE PLAY: BAD INTERVIEW ONE VOLUNTEER: You are a bad interviewer. Divide the students into pairs (A and B) and give each student a corresponding worksheet. They are given a scenario and prepare a role play to be performed in front of the class. You are not to make any comments after the event is over except to thank the participant. Assessment Centre Role-play | A Step-By-Step Guide To Success (Includes practice role-plays and expert tips from assessors. Role plays generally involve an interaction with a role player who has been thoroughly briefed on their respective role as a customer, manager etc. Branching scenarios help people practice doing what they do on the job and learn from the consequences. Employees who select caregiving as a. [You open up a folder you brought with you to the interview (where you have. What is good customer service? Good customer service means meeting your customers’ needs in a timely, efficient, and pleasant way. be told to listen and observe the body language of the worker/guest role play and fill out the rubric for the group. In each group, two participants will be the role players, and the other two will be the observers. This guide is intended to help you strive for service excellence in your business and is prepared in line with the service excellence model. Executive Summary Role-playing exercises can help patient access employees to be comfortable collecting from patients, because they're able to repeatedly practice what to say to patients. The integration too is based. I have an AD coming up for MF and wondered if anyone can help with a question about the role play. 25 Skills for Excellent Customer Service. On the night before the game, Steve’s parents receive a phone call from friends visiting in a city 30 miles away. This eliminates frustrating delays and errors in customer service, particularly for handling customer complaints. PROJECT OVERVIEW HOW TO USE THIS CONTENT About This Report. Customer Service Role Play Examples. In this article I'll share some invaluable tips on how to develop effective scenario-based online training.