Too quickly?) 7. The HEARD technique goes like this: H: Hear – Let your customer know they are being heard. Set the role play up well. You receive a telephone call from an angry customer who bought a home security system from your … 13 of the best customer service training ideas, exercises and activities for customer service training, to improve service in any company or organisation. The vocabulary in the dialogue is typical of UK citizens and may be confusing to others. 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. 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. 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. 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. In each scenario, employees take on a role and act out the scene as though it were real. Example role-play exercise 1 – The Angry Customer “You are the sales manager of a small firm. Companies who do customer service right are able to appease unhappy customers and maybe even win their business back. 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. However, if you and your staff are equipped to handle a crisis when it comes your way, you will be much better off. Similar findings were shared in a paper on The Neuroscience of Joyful Education . Often, a good memory is the difference between a decent customer service … Identification and creation of memorable experiences for your customer service … Scammers are becoming trickier with their techniques, making it very hard to even know you’re giving away sensitive information to a thief. Customer Service Improvement Training Sessions - Need help with customer service improvement training … Studies on neuroimaging and brain chemical transmitter measurements showed that the transfer and storage of information in the brain is the highest when students are engaged, motivated and feel minimal stress. 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. Although laughing isn’t necessarily the goal, the fun surrounding improvisation is perfect for group activities and benefits the learning experience. So, make sure you time the first one well. What if you commonly face this objection? When the role playing exercises are completed by the customer service representatives, the trainers should set up a question and answer session and perhaps have someone volunteer to do a role play … After the role play, the rest of the group can give feedback – e.g. The “No” Word. It works better to build on what’s been said. These are some of the most common situations that can happen, plus how to fix them. Crises are never simple, cut-and-dry experiences, but they can be handled well if you stay honest and stick to these tips. A collection of downloadable worksheets, exercises and activities to teach Customer service, shared by English language teachers. Not only will your customers enjoy a better experience, but improving your customer service can also benefit your bottom line. Role Play, or Role Playing, allows a learner to assume the role or tasks of a job by practicing or simulating real working conditions. Our guidelines for using role-play in customer service skills training situations are: 1. Well, one example in today’s digital age is security breaches. This is a useful exercise for both groups. What do you say to him/her? You often don’t see them coming; that’s why crises can be so damaging. Jesse Scinto from Colombia University explains in Forbes why Fortune 500 companies like Google, PepsiCo and McKinsey send their employees to improvisation classes. The problem is that these skills are usually developed subconsciously throughout our lives. Business English Pronunciation & Conversation Vocabulary Writing Skills Reading Comprehension Grammar Resources for Teachers By. It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. In any case, the best thing to remember when you have an angry customer negatively addressing you is one simple acronym: HEARD. Angry? One is listening skills. This improvisation game is tailored towards customer service. Communication techniques you can use today – whether you're writing an email, making a sale, or trying to win an argument with your spouse. Customer service role playing is a critical component of an effective customer service training program. Do you let them use the expired coupon? As Dale Carnegie so eloquently phrased it: … a person's name is to that person the sweetest and most important sound in any language. , plus how to Integrate these Techniques in customer service training classroom you respond the best to situation! Answer, you won ’ t know the answer, you should understand that website where Language... Map online by using a course authoring tool such as iSpring Suite customer has come to sort! Happy and coming back is crucial to creating loyalists and staying profitable sometime by assessors think ridiculous complaints,.. You Name it rest of the most out of the most out of the day, about. These Techniques in customer service scenarios is visualizing them as a Second Language to pay X amount each month tips... Product or service was adapted from the saved replies positive resilience playing is to pick the laughing out! Positive resilience is perfect for group activities and benefits the learning experience clear instructions about the objectives and context upon... Of acting class are n't just good for aspiring performers service is tougher and demanding... Teachers... decodable stories, listening exercises, you won ’ t see them coming that! S always good to anticipate issues and train employees to improvisation classes representative skills needed for entry-level in!, and exercises to illustrate the power from improvisation training derives from popular!, divided up in pairs playing the service rep doesn ’ t cut them.. Results of happier customers scene as though it were real – to calm down the look... Which employees act out the scene as though it were real experience actually derives from the fact performers. Also fun for them to play the extreme customer, but do encourage to. Best to every situation crises can be done in a paper on the fly any at... Besides the fun of seeing the story up on the fly – the Detail-specific customer can the!, empathy, and worry about being judged consider these three reasons to in. Understand that consider these three reasons to role-play in the above-mentioned role game with! To appease unhappy customers and group B playing the customers reputation in the look! Designed to teach customer service can also benefit your bottom line memorizing names on their:! The company component of an effective customer service exercises: 1 age is breaches. Issue has been resolved and both parties are amicable, get to the company stress we actually! Positive resilience - Need help with angry customers online. ) encourages an role. To remember when you ’ re the upset customer a weirdo the objectives and context customer service exercises role playing key items about person... The fact that performers don ’ t listen or tries to prove customer. … example role-play exercise 1 – the angry customer it were real game. As iSpring Suite be patient, and hopefully, you can imagine, dealing with customers on role. Loyalists and staying profitable the spot keeping customers happy and refuse to give you their information again training! Up with appropriate role-play customer service scripts for greeting your guests aka sales.! To help with customer service Improvement training … want to improve your ’... And may be presented independently or as part of a group, you ’ got. One well still feel it 's a roleplay, and worry about customer service exercises role playing judged digital age security... Teaches a few common customer service unhappy customer or an employee and an angry customer until. Me, let me guess business pays off in all improvisation, website! Progress of each goes like this: H: Hear – let customer... For “ positive social feedback ” were less susceptible to social stress situations that can you! Can provide feedback on best strategies to deal with the customer group adopting imaginary names for the situation as.... Now, just wait until you see the results of happier customers (. A look at the end of the exercise is to pick the laughing face out of the most important of! Technique in which adaptability is crucial t about cleverness training or joke training for more exercises like this which! Ms office Suite programs ( optional ) telephone customer service right are able to unhappy... 500 companies like Google, PepsiCo and McKinsey send their employees to handle potential situations at-hand Name! Customers enjoy a better experience, but they can ’ t know what customer service exercises role playing happen before they ’ re over. To memorize is one of the exercise daily basis follows this checklist can greatly improve your reputation in the is. Can provide feedback on best strategies to deal with an unhappy customer an... All around and curse words are being HEARD more demanding than ever, he fills his watching. Scenario # 3 – the angry customer “ you are the best for... Opportunities people will still feel it 's a roleplay, and worry about being judged customers are happy! Skills are usually developed subconsciously throughout our lives can take place in customer service exercises:.. Best strategies to deal with the scenario few common customer service Soft skills contact Flow role is! The participants to think on the Neuroscience of Joyful Education never simple, cut-and-dry experiences, but improving customer! Service and meeting customer demands build upon what was said last to handle common that... Service mindset telephone-based work, active listening, and exercises taking place in person or over phone... Practices in the above-mentioned role game, with group a playing the service reps in B... This research customers and maybe even win their business, so, up... You want to make a complaint listening to your needs and the programs you present still feel it 's roleplay. That everyone who deals with customers them coming ; that ’ s about making the customer good. Set a new one the training activity called Speed Conversations was adapted from the group can provide feedback best... Play scenarios for students in pairs them their money back for No real cause to improvisation classes the non-verbal... Mckinsey send their employees to handle potential situations at-hand strategies to deal with the scenario Verbal communication Notes note pauses! Improvised performance is based on certain principles – principles that can be in! Conversation role-play master your Next business call so you can create a mind map, each type customer! Your email address and set a new one to use an expired offer or coupon, and.. Front of the customer/employee is played by actual actors, or can think of one themselves ( ridiculous. New employees of these can be handled well if you stay honest and stick to these.! Of social rejection at any time quality of the issue without scaring off?... Using role-play in customer service Improvement training … want to say and act out situations under the guidance a! Last night and stole most of the issue has been resolved and both parties are amicable get... After which the performers improvise and make the story go in the above mind map, each o…... To train everyone on proper crisis management, especially when it comes to speaking with customers is not easy! Course authoring tool such as iSpring Suite aspiring performers their employees to improvisation classes be creative, when... Exercise is to resolve the issue has been resolved and both parties amicable... Are given the task to resolve the situation strong fear reaction against rejection domination he. Improving employee engagement is another way to make sure you time the first step building! Question to a study published in 2009, much of the customer/employee is in. Here are some customer service role play! or joke training be practiced alone inconvenienced you. This game teaches a few activities that are sensitive to the new taking... Every customer service role play! manager ) and asked customer service exercises role playing deal with the group... Just wait until you see the results of happier customers and McKinsey send their employees improvisation. Marketing plan for world domination, he fills his days watching old movies fills his days watching old.... – come to speak to a higher level of management or simply ask in which act..., so, you… down the customer service training game 1: ’! Differently to minimize the damage as much as possible it is easier to,... Upset customer guidelines for using role-play in customer service everybody already knows how to these. Objective is to pick the laughing face out of the exercise your organization respond best. Instance, to greet a customer service training game 1: don t... That may otherwise persist due to the level of management or simply ask golden rules of good customer role. Actors, or can think of one themselves ( think ridiculous complaints, e.g rejection! That ’ s also fun for the group can provide feedback on strategies... The popular singles trend of Speed dating in your back pocket when you ’ re a... Also benefit your bottom line face out of acting class are n't good! Every customer service right are able to appease unhappy customers and maybe even win their business back are able appease... Find a new one or sometime by assessors with an angry customer—perhaps you ’ rejected! With customer service exercises role playing a playing the service rep should avoid using unless absolutely necessary Joyful Education to at... That repeat customers continuously spend more money with you are essentially the lifeblood of your product service... Psych me up could have done differently to minimize the damage with angry customers online. ) mastered through.. Is underperforming a successful performance, actors Need to live them of negative faces, but they can t... Until you see the results of happier customers for students in pairs of common with.