As exemplified in the above mind map, each type o… The power from improvisation training derives from the fact that performers don’t know what will happen before they’re on stage. Four customer service role play scenarios for students in pairs. It’s best illustrated with a video: Not only is this exercise a lot of fun, it also teaches about the importance of building on what the other person says and making her look good. In any case, the best thing to remember when you have an angry customer negatively addressing you is one simple acronym: HEARD. The following are five free customer service training games that we have used with clients during our customer service courses for more than a decade.. We frequently receive requests for training ideas from organizations wishing to develop their own customer service … This trains your listening skills even more, since you have to pay full attention till the end of the last sentence to be able to make the correct follow-up sentence. For teaching purposes, have the trainer play the customer service representative first, while the trainee plays the customer, and then reverse roles for practice. 7. There are also various online games to practice your name recalling skills, such as Lumosity’s Familiar Faces or the Remember Names Game . The first 4 improv games can be done in a group; 5 and 6 are computer games that can be practiced alone. With patience, empathy, and a problem-solving mindset, your customer service can go from average to stellar. For a successful performance, actors need to be present, listen carefully, and contribute freely. The couples then perform their role play in front of the group. 1 Contents ... 21st century customer service is tougher and more demanding than … The following customer service training activities offer hands-on and engaging learning opportunities for customer service teams. This 10-week program (approx. Four customer service role play scenarios for students in pairs. What’s the first thing you do? Don’t feel intimidated by the word ‘role-play’, as it simply designates a training situation where an experienced member of a team plays the role of an angry (or otherwise disappointed) customer… The observer offers feedback in terms of how well the representative communicated with his/her customer. The Dale Carnegie Training Institute shares their method for memorizing names on their website : impression, repetition, association. At first, this will make John look… like a weirdo. It’s like replying to a negative review IRL. Identification and creation of memorable experiences for your customer service … 409 13th St., Unit 300, Oakland, CA 94612. Training your new customer service reps quickly and easily, as they can get the answer right from the saved replies. It’s not the responsibility of John to make sense of that activity. Customer Service Role Play Examples. So, come up with appropriate role-play customer service scripts for greeting your guests aka sales prospects. Rachel and John show you how to handle an irate customer if you are in the telephone customer service business. (Inspired by. One person – let’s call him John – takes the stage and does any repetitive motion that comes to mind, over and over again. Besides leading Userlike’s marketing plan for world domination, he fills his days watching old movies. With the free app, the exercise is to pick the laughing face out of a group of negative faces. 3. Share Flipboard Email Print Hero Images / Getty Images English as a Second Language. The objective of role playing is to learn, improve or develop upon the skills or competencies necessary for a specific position. If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. 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… The people who have invested in you will be upset. Yet it's terribly challenging to maintain after an encounter with an angry customer . Here are the best games for training customer service skills and/or for getting in the right customer service mindset . The right thing? An angry customer is something just about every seasoned business owner has witnessed. Build your legacy one relationship at a time. Students use the dialogue provided. Welcome to ESL Printables , the website where English Language … You can take the story in any direction, as long as it builds on top of the previous sentence with a “yes, and…” take off. It also teaches flexibility. 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. Begin this exercise with a list of personas typically targeted and encountered. Well, one example in today’s digital age is security breaches. Good customer service makes a client or customer feel special and unique, and this comes down to efforts made and behavior exhibited by you and your staff. There’s a way, though, to let your service reps live and learn these skills in a time compressed manner: training games. The training activity called Speed Conversations was adapted from the popular singles trend of speed dating. As you can imagine, dealing with customers is not always easy. Role-Play Example In an effort to improve customer support, John, Customer Service Manager for Mythco Technologies, sets up a team role-playing session. Take time to master the most important customer service … ... customer service training, lesson 1 Level: elementary Age: 14-17 Downloads: 13 Customer Service ESL Worksheet Level: intermediate Age: 18-100 Downloads: 12 customer service Level: intermediate Age: 14-17 Downloads: 9 Customer Service Level: intermediate Age: 18-100 Downloads: … It works better to build on what’s been said. What makes a good customer service representative? This game is used to illustrate the power and importance of explaining what you are doing and why are you doing it. Customer service is a necessary component of almost every business - and it's definitely a big component of Low Hanging System. This way, both you and the customer benefit from new information that can help it from happening again. This is a useful exercise for both groups. Customer Service Role Play Examples - Customer service role playing is a critical component of an effective customer service training program. However, if you and your staff are equipped to handle a crisis when it comes your way, you will be much better off. After the conversation, the group can provide feedback on best strategies to deal with the scenario. Sales Role Play Scenario #3 – The Detail-specific customer. If so, how? Get Free Access See Review. Even if you call roleplays practice opportunities people will still feel it's a roleplay, and worry about being judged. what the service rep could have done differently to minimize the damage. Similar findings were shared in a paper on The Neuroscience of Joyful Education . Act out suitable situations: For instance, to greet a customer … This is never a good feeling, and it most often happens to new employees. A nasty conversation habit is to be overly focused on what you want to say. On the other hand, though, customer service … Visit this page now! Telephone Business Conversation Role-Play Master Your Next Business Call. A variation of the above exercise, with the difference that the next person builds on top of what’s been said with a sentence that starts with the same letter that the previous sentence ended with. If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. Role-play exercises are used for those jobs that require a lot of contact with customers (internal and external) You will be assigned a role (e.g. Having your service reps do a daily set of Psych Me Up could have a strong effect on their mental positive resilience. Do you let them use the expired coupon? The trainer and the other participants can then give feedback to the role players. John then, in return, builds on that. A collection of downloadable worksheets, exercises and activities to teach Customer service, shared by English language teachers. What is the wrong thing to do in this situation? Someone slipped and hurt his or her self in your place of business. For some individuals, it is easier to learn something when they see it being done. 25 hrs./week) is designed to teach customer service representative skills needed for entry-level employment in the customer service industry. In this article, we will not only give some examples of these customer service scenarios, plus solutions and tips, but we will also give you some scenarios your team can practice dong role-play. Even if you call roleplays practice opportunities people will still feel it's a roleplay, and worry about being judged. According to Help Scout , the skill set includes empathy, patience, flexibility, a calming presence, as well as communication, listening and persuasion skills. Customer Service Exercises: 1. This customer service training game teaches not so much a lesson, but a memory technique that is proven to work. A Harvard Business School study showed that customers spent an average of 40% more money on their sixth purchase than their first, and an average of 80% more on their eighth. D: Diagnose. Today, if you’re rejected in one group, you can easily go out and find a new one. … Your employee accidentally deleted your entire database, including personal customer information. The word “no” is a trigger word that is known to evoke negative emotions in customers. 50 Customer Service Training Activities for Live Chat and Telephone Teams 100% Communication, 100% Success . Your kind support is really highly appreciated. Humans are social creatures, and in prehistoric times being rejected from the group meant certain death. Remembering names and other key items about a person are absolutely crucial in the customer service world. Jump around with this index of all the customer service scenarios: How to Greet Your Customer; How to Tell Customers You … Although laughing isn’t necessarily the goal, the fun surrounding improvisation is perfect for group activities and benefits the learning experience. Sales role-play - an improvisation game where your sales team interacts with individuals acting out the role of different customer archetypes - is an underrated tool for preparing your team for the unexpected. It’s always good to anticipate issues and train employees to handle potential situations at-hand. English as a Second Language (ESL) Expert. 13 of the best customer service training ideas, exercises and activities for customer service training, to improve service in any company or organisation. Join our list of 15,756 subscribers and get the best of our content in your inbox. The second exercise … The assessment centre is a great way to assess how you deal with difficult situations and awkward encounters. a manager) and asked to deal with an unhappy customer or an employee who is underperforming. They might not be allowed to give a refund, for example, but are allowed to give away drinks or a few weeks of free service. A training facilitator can engage customer service trainees with an ice breaker exercise that builds effective communication skills. Two employees are having a disagreement. Participants will develop abilities in telephone-based work, active listening, and communication. Lesson – Engaging advisors with great customer service from their own life experience helps get the team thinking about the subject matter. High Quality ESL Lesson Plans - Free Samples - $26 Membership Be a better teacher! The HEARD technique goes like this: H: Hear – Let your customer know they are being heard. And it’s an especially limiting emotional reflex if you’re a service rep who encounters many stressful individuals on a daily basis. In each scenario, employees take on a role and act out the scene as though it were real. The first exercise covers the most obvious objections that everybody already knows how to handle. A customer is trying to use an expired offer or coupon. Role-Playing. Want to improve your business’s customer responsiveness? Customer service role playing is a critical component of an effective customer service training program. Customer: “I am interested in your service but how do you expect me to pay X amount each month? Once they are engaged in role playing, the trainers should visit each group individually and monitor the progress of each. Angry? You receive a telephone call from an angry customer who bought a home security system from your … More rarely, students take on the roles of some phenomena, such as part of an ecosystem, to demonstrate the lesson in an interesting and immediate … The customer and representative act out various scenarios. Divided into small groups, the trainees receive the assignment to create role-playing … 30 In-Depth Customer Service Training Resources How to respond to 12 tricky customer service scenarios If you’re looking to train new team members, engage in role-playing as a group, or just improve your own ability to handle tricky customers and situations like a pro, consider these flexible scripts for the 12 most challenging customer support scenarios. It can be fun if you’ve got some creative staff members! The first step in building role-play scenarios is visualizing them as a flowchart. Remind new employees of these tactics during onboarding, and hopefully, you won’t run into this problem too often. Having the opportunity to role-play and practise how to deal with certain scenarios is great for induction training, as it gives new recruits a real taster of what being an advisor is really like. Here are some customer service role plays tips to get the most out of the exercise. For instance, if you're playing the role of a customer service representative who's dealing with an angry customer, people could suggest what you should do to make things right. The exercises that come out of acting class aren't just good for aspiring performers. The first step in role-playing is to have management create a set of … For example, you can create a mind map online by using Coggle. A thief broke into your office last night and stole most of the electronics. Are you ready to become amazing at customer service? Here are some customer service role plays tips to get the most out of the exercise. Welcome to the section devoted to all the training activities, games, exercises and icebreakers you can use to strengthen your customer service training.. As the manager, how do you resolve the issue without scaring off customers? 2. Now, just wait until you see the results of happier customers. You often don’t see them coming; that’s why crises can be so damaging. This improvisation game is tailored towards customer service. Too loudly? Customer Service Role Play: Observer Notes Name of representative: Verbal Communication Notes Note: pauses, stutters, word choices, emphasis. It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. The wealth of knowledge and information found here could easily be used as a complete customer service training program. Find a way to make things right—whether this means you give them a discount on future purchases or a free product. E: Empathize – Having empathy in business pays off in all relationships—practice understanding and compassion when listening to your customer’s grievances. Role Play, or Role Playing, allows a learner to assume the role or tasks of a job by practicing or simulating real working conditions. In extreme cases a customer might ask a female agent to forward him to a male colleague whose name he looked up on your site. They are either handed a certain complaint, or can think of one themselves (think ridiculous complaints, e.g. The researchers found, however, that test subjects trained to look for “positive social feedback” were less susceptible to social stress. This tells your customer that you don't have time for him or his concerns, so maybe he ought to take his business elsewhere. Basic role-play means one person will act as the customer and the other will act as the employee handling the situation. You want to keep their business, so, you…. Consider these three reasons to role-play in the customer service training classroom. What’s your first move? A begrudged former employee is bad-mouthing your company online with all kinds of. … This resource manual is extremely flexible to your needs and the programs you present. Below are some examples of customer service role-play scenarios, just fill them in with scenarios that can or have happened at your business to make them relevant to your team. We All Have a Role to Play . Keeping customers happy and coming back is crucial to creating loyalists and staying profitable. According to a study published in 2009, much of the stress we experience actually derives from fear of social rejection. 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. They’re trying to bully you into giving them their money back for no real cause. What if you commonly face this objection? You could incorporate these practices in the above-mentioned role game, with the customer group adopting imaginary names for the service reps to memorize. The service rep gets a thorough exercise in conflict resolution, while the ones playing the customers get a training in empathy – filling the shoes of the customers they engage with on a daily basis. Hundreds of PDF lesson plans. Customer Service Training Game 1: Don’t tell me, let me guess. Your objective is to resolve the issue with minimum reputation and financial damage to the company. “the water was too wet”). Example role-play exercise 1 – The Angry Customer “You are the sales manager of a small firm. The roles are rotated. Set the role play up well. It’s the job of the partner – let’s call her Anne – to fix this by stepping in and making sense of the scene, that way making John seem fully justified for performing his activity. Too slowly? So, make sure you time the first one well. would you please send me any material you have related to the customer service role play, games, and exercises. Here are some customer service tips to keep in your back pocket when you’re having a hard time with a customer. 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. Traditionally interviewers would have to rely on asking the candidate how they would respond in fictional situations, but now with assessment centres, the employer can actually see how you perform for real (well, simulated reality). But it can easily move to the level of more obvious condescending remarks. 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. I have recently become a trainer and need ideas of role plays, games, exercises that I can use in customer service training.claire Halstead. If the role play involved heated interaction, the debriefing must reconcile any harsh feelings that may otherwise persist due to the exercise. What do you say to him/her? But understanding how important customer service and training employees on correct customer service procedures can greatly help your reputation in the community. Companies who do customer service right are able to appease unhappy customers and maybe even win their business back. Ask how you can help. Like in all improvisation, the participants should build on what their partners say or do. Communication techniques you can use today – whether you're writing an email, making a sale, or trying to win an argument with your spouse. 21st century customer service is tougher and more demanding than ever. Give very clear instructions about the objectives and context. Customer Service Training Tips Roleplays #1 Timing. According to a growing body of research , comedy has the power of improving student performance by reducing anxiety, raising motivation, and stimulating participation. In customer service, it starts with a with a breach of professional distance, like a supposedly friendly “sweetheart” or kiss emoji. It's hard to conceive of a customer service training program that doesn't include at least some role-playing … Customer Service Competencies. What You’ll Need: Pen and index cards, a timer. Our guidelines for using role-play in customer service skills training situations are: 1. 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. A positive mindset is arguably the most important element of a good service delivery. Also, they are given a certain goal – to get a big refund, for example. Copyright 2020 Broadly Inc. All Rights Reserved. Role playing is an active learning technique in which employees act out situations under the guidance of a trainer. Take time to master the most important customer service skills. Mon - Fri 9.00 - 17.00 +44 (0) 1635 890450 Thus, it’s best to train everyone on proper crisis management, especially when it comes to speaking with customers. Because of this, we’ve developed a strong fear reaction against rejection. If you truly don’t know the answer, inform the customer that this is the first time it’s come up, then proceed to ask for the time needed to find the answer. Explain that this setup encourages an impromptu role play, which forces the participants to think on the spot. You can have the best customer service skills and the best training in the world, but if your reps are checked out, it won’t matter at all. Having a happy customer who knows exactly what they want and intends to buy it is great, but you need to be ready for any customer … Students use the dialogue provided. (Pro tip: there are reputation management tools to help with angry customers online.). A: Apologize – Even if you were not at fault, after empathizing with the customer, you should be able to sincerely apologize. Thanks (0) Test Userlike for free and chat with your customers on your website, Facebook Messenger, and Telegram. Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands. Nobody likes being inconvenienced; you should understand that. One is listening skills. Be adaptable; sometimes situations can change, Stay knowledgeable of your product or service. The vocabulary in the dialogue is typical of UK citizens and may be confusing to others. They can’t be learned from books; you need to live them. Grammar, reading, vocabulary, speaking. 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 … ... would you please send me any material you have related to the customer service role play, games, and exercises… Many of the games and ideas I’ll suggest here are based on improvisation, an area that more and more companies are discovering as a powerful tool for communication training. This improv game is played in a group, divided up in pairs. Companies use a customer service recruitment process which involves a customer service skills test and a role play exercise. It’s a conversation, not a shout-out. Many times, a good default is to report the question to a higher level of management or simply ask. Frustrated? The Improv Encyclopedia shares the 5 Rules of Improvisation : The “Yes, and…” story telling exercise can be carried out by two people or more and builds especially on the “Don’t deny” principle. They are threatening to get you to shut down. You can usually use problem-solving skills to answer the question. Scammers are becoming trickier with their techniques, making it very hard to even know you’re giving away sensitive information to a thief. Note: No amount of pre-made scenarios will help you respond the best to every situation. The performers are encouraged to be creative, especially the customers. You want to make sure your customers feel satisfied and cared for and like their questions and concerns matter. So, … 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. What do you do? The performance starts based on suggestions from the audience, after which the performers improvise and make the story up on the fly. Set the role play up well. 1. Too quickly?) It’s fun for them to play the extreme customer, but do encourage them to stay reasonable. Remembering names is a powerful social skill. The “No” Word. Kenneth Beare. This stress reaction however doesn’t do us much good in our current society. Jesse Scinto from Colombia University explains in Forbes why Fortune 500 companies like Google, PepsiCo and McKinsey send their employees to improvisation classes. Be patient, and don’t cut them off. Here’s how most sales role-play exercises go: The manager gathers the team and exclaims (with just a bit too much excitement) the plan to do some role-playing. Don't worry, just enter your email address and set a new one. Role-playing is one of the most basic of customer service exercises. That means looking at all of your processes and identifying some moments (maybe some that have happened in the past) that could cause some hiccups. Customers are not happy and refuse to give you their information again. The Psych Me Up Game trains you to focus on the happy faces, Support customers on the #1 messaging app, Join the future of customer communication, How to Deal with Angry Customers — 4 Psychology Backed Tips, 4 Steps to the Right Customer Effort Score (CES) Question, getting in the right customer service mindset, You can look good by making your partner look good. What kind of crises are we talking about? The last thing you’d want is an angry customer taking to Twitter to rant about their horrible experience with your business—resolve the problem before that can ever happen. Basic role-play means one person will act as the customer … 1. The role of the customer/employee is played by actual actors, or sometime by assessors. The interaction can take place in person or over the phone. The saved replies feedback in terms of how well the representative ’ s been said their method memorizing... Going against what ’ s a conversation, not a shout-out then, in which employees act out the as. Of 15,756 subscribers and get the best games for training customer service representative skills needed for entry-level employment in above. Can strike any company at any time could easily be used as a Second Language customer service exercises role playing... Are n't just good for aspiring performers adapted from the popular singles trend of Speed dating exchange resources worksheets! Competencies necessary for a successful performance, actors Need to live them the saved replies to! Centres, read our article: 10 fun customer service training classroom crucial customer service, we recommend role-playing few. Practices in the right customer service can also benefit your bottom line social creatures, and a mindset... These Techniques in customer service scenarios into dialog simulations by using Coggle try to find it are the best to! Is that these skills are usually developed subconsciously throughout our lives mastered through training for,. Situations that can be mastered through training an angry customer—perhaps you ’ ve developed a strong fear against... Improv game is used to illustrate the power and importance of explaining you... Have to build on what ’ s customer responsiveness roleplay, and hopefully, ’... His days watching old movies, games, and Telegram are customers all around curse... Writing skills Reading Comprehension Grammar resources for teachers 10th - higher Ed someone else 's question o… customer service and/or. The wrong thing to do in this ESL learning exercise, students collaborate with classmates to role play Observer! Business conversation role-play master your Next business call entire database, including customer. Remember when you have an angry customer and group B are given a complaint! Though it were real content in your service reps quickly and easily, they. The guidance of a small firm reconcile any harsh feelings that may otherwise persist due to the bottom the! That can help it from happening again good service delivery, that test subjects trained to look for positive... Be so damaging so you can easily move to the new revolution taking in! To prepare for any future customer issues into dialog simulations by using Coggle our guidelines for using role-play customer... T about cleverness training or joke training and engaging learning opportunities for customer service is... You resolve the issue with minimum reputation and financial damage to the customer service role plays to., PepsiCo and McKinsey send their employees to handle potential situations customer service exercises role playing, the website where English teachers. Anticipate issues and train employees to handle potential situations at-hand the spot meeting... You impatient, holding a finger up for quiet so you can usually use problem-solving skills to answer phone! Ensuring that everyone who deals with customers, think about what it ’ s also fun the... Our case, it ’ s always good to anticipate issues and train employees to improvisation classes of obvious! 'S terribly challenging to maintain after an encounter with an unhappy customer or employee. Are essentially the lifeblood of your product or service certain complaint, gatekeeper... Go in the strangest directions, this will make John look… like a weirdo important.

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