101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 58. Role It Out: Situational Role Play

Goal

To practice effective problem solving in terms of task and relationship components. Participants will role-play the parts of employee, customer, and observer in a variety of problem situations.

Time Required

Approximately 1 hour

Group Size

Subgroups of three persons each

Materials

• One copy of the Role It Out Information Sheet and the Role It Out Situations Sheet for each participant

• One copy of the Role It Out Recommended Actions Sheet for each subgroup, cut into slips

• One blank sheet of paper and a pencil for each participant

• Clock or timer

Process

1. Prior to the session, cut each Role It Out Recommended Actions Sheet into three separate slips.

2. Introduce the session by stating that problem solving generally requires the ability to maintain a good relationship with the customer as well as to perform a task that helps resolve the problem. These two components are equally important to providing quality service. This activity is designed to help the participants practice their problem-solving skills in both areas.

3. Form subgroups of three persons each. Provide a number designation to each member of a group.

4. Distribute one copy each of the information sheet and the situations sheet, as well as a blank sheet of paper and a pencil to each participant.

5. Explain ...