Let’s Roleplay 😊

Team A (Maaaaad Customer)

Team A members will represent the mad customer (You, as a team

will do a brainstorming on how to play the mad customer– 5Min).
After this 2 of you will play as customers. One will be the mad
customer calling the customer service line, and the other one will be
that friend/family member trying to play with your feelings. Our mad
Customer is willing to complain about something (this complaint will
be up to the team or to the chosen member). On top of this, you
have a goal: To get a very good reimbursement as compensation for
your bad experience with the service provided by the company.

There is going to be another Team, customer service agents. They

will also have a role and a goal.

Role play will take place in front of the room. We are all going to be
listening to the activity.

Playing as a Customer can be funny, so we need to be reasonable

with what we ask or complaint for. Please consider that this is an
improvement activity and to grant role play success, we need to be
coherent with what agent is telling us, so we can get a good
conversation flow.
At the end we can exchange opinions on how the Agent was
supposed to be taking the complaint or what should have been done
to better assist the customer.
Let’s Roleplay 😊

Team B (Skilled Agent)

Team B members will represent the skilled agent (You as a team will
do a brainstorming on how to play the agent – 5 Min). After this 2 of
you will play as customer service agent. One will be the agent who
will take the call, the other one will pay as “Supervisor” just in case
our mad customer’s team ask for it (It depends on how we manage
the call). As agents you will need to deal with whatever the
customers are complaining about and to offer something as
compensation, it can be whatever you consider but your goal as
agents is to calm the situation down and to avoid giving a
reimbursement as a resolution.

There is going to be another Team, mad customers. They will also

have a role and a goal.

Role play will take place in front of the room. We are all going to be
listening to the activity.

Playing as an agent can be funny, so we need to be reasonable with

what we offer or instruct to the customer. Please consider that this is
an improvement activity and to grant role play success, we need to
be coherent with what customer is telling us, so we can get a good
conversation flow.
At the end we can exchange opinions on how the Agent was
supposed to be taking the complaint or what should have been done
to better assist the customer.
 1. What is Customer Service?

Customer service is the support you offer your customers — both before and after they buy and
use your products or services — that helps them have an easy and enjoyable experience with you.
Offering amazing customer service is important if you want to retain customers and grow your
business. Today’s customer service goes far beyond the traditional telephone support agent. It’s
available via email, web, text message, and social media. Many companies also provide self-service
support, so customers can find their own answers at any time day or night. Customer support is
more than just providing answers; it’s an important part of the promise your brand makes to its
customers.

2. Why is customer service important to the success of your business?

Customer service is critical to competing effectively.

In the past, people chose which companies they did business with based on price, or the product
or service offered, but today the overall experience is often the driver.

“89% of companies now expect to compete mostly on the basis of customer experience.”

3. Skills

 Attitude  Body Language  Paraphrasing

 Interest  Tone of voice  Improving
 Action  Active  Empathy
 Verbal Listening
Language  Politeness
Customer Expectations