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Complete Role Play
The Project will consist of writing a complete Role Play from one of the below scenarios. In addition to the role of the customer service provider, you will also need to include the role of the customer into your project.
The Role Play will be graded based on the attached “Effective Customer Service Role Play” Rubric. The five main areas for the role play are:
Verbal Communication – two-way communication and effective feedback
Non-verbal Communication – non-verbal communication included in role play
Listening Skills – active listening and effective characteristics
Handling of Service Breakdowns and Recovery – customer successfully retained
Customer Service Via Technology – techniques for communication via technology.
Scenario 1:
You are a customer service representative in a customer contact center that provides service to customers who have purchased small appliances from your company. A customer is calling to complain that she purchased a waffle iron from one of your outlet stores two weeks ago and it no longer works. She is upset because her in-laws and family are arriving in two days for an extended visit and they love her “special” waffles.
Scenario 2:
You are a customer care specialist for a company that provides answers to travel-related questions for a national membership warehouse retail store. A customer calls to find out about the types of travel-related discounts for which he qualifies through his membership.
Scenario 3:
You are a telemarketing sales representative for a company that sells water filtration systems. You are calling current customers who purchased a filtration system seven to ten years ago to inform them of your new Oasis line of filters, which is better than any other system on the market. You can offer them:
A 30-day money back guarantee.
Billing by all major credit cards or invoice.
A one-year limited warranty on the system that replaces all defective parts but does not cover labor.
If they find a less expensive offer for the same product, a refund for the difference and an additional 50 percent of the difference.
Scenario 4:
This scenario has two parts. In Part 1, you are a mechanic in an automotive repair shop. You answer a phone call from an irate customer calling to complain about what he perceives is an inflated billing charge for a recent air-conditioner repair. His is asking for your manager, who is at lunch and will not be back for 45 minutes. You take the incoming call, using the message-taking format (Chapter 9). In Part 2, you are the manager. You have just returned from lunch and find a message from the irate customer described in Part 1 and must call the customer
Sample Answer
Scenario 1: Waffle Woes
Characters:
- Maya: Customer Service Representative
- Sarah: Customer
Setting:
Customer contact center for a small appliance company.
(Phone Rings)
Maya: Thank you for calling [Company Name] customer service. This is Maya. How may I help you today?
Sarah (Upset): Hi, Maya. My name is Sarah, and I’m calling to complain about a waffle iron I bought from one of your outlet stores two weeks ago. It just stopped working this morning, and I’m really frustrated!
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