Customer Care Role Play

Published on January 2017 | Categories: Documents | Downloads: 50 | Comments: 0 | Views: 350
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Activity title: Customer Care Role Play
Short description:
This activity is intended to help learners develop the interpersonal skills they
need to deal with difficult customers.
Key competences in life skills:
Numeracy
Literacy and communication
ICT
Interpersonal
Use of foreign languages
Entrepreneurship
Job seeking
Learning to learn






Situation:
This technique can be used in a range of different vocational areas where the
learners will be required to deal with customers/clients.
Aims and objectives:



To develop communication and interpersonal skills, particularly in
challenging situations
To build confidence

Detailed Description:
 The preparation:
The teacher creates a range of scenarios to be used in the activity. For example,
for motor vehicle engineers, it could relate to a customer who is not happy with
the way their vehicle has been repaired; for hairdressers, it could relate to a
customer who is not happy with their new hairstyle, etc.
 The session
The session can be planned in two ways, depending on the maturity and
confidence of the learners.

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For learners who are less confident, the teacher can take the role of the unhappy
customer while the learner takes the role of the workplace person who has to
deal with the customer.
For learners who are more confident and/or mature, the learners can work in
pairs, one taking the role of the unhappy customer and the other taking the role
of the workplace person.
The role play can be carried out in front of the whole group, or with each pair
working on their own while the teacher circulates to listen and observe.
Requirements and Resources:
Written scenarios.
If role play in pairs, then enough space is needed for them to be able to work
together without being distracted by other pairs.
Assessment:
The teacher will assess appropriate communication and interpersonal skills by
observing and listening to the role play. The teacher then gives feedback on
what went well and what could be improved.
Hints and tips:
A group discussion on how to deliver a quality customer service could follow the
activity.
Commentary:
If the teacher is role playing the dissatisfied customer, then the activity can be
made more memorable if they “dress” for the part – for example, one male
teacher wore a wig and the students really enjoyed this.
Good customer service skills
are need in a wide variety of
jobs so this activity could help
learners to see the value of
developing these skills.
Research has shown that
customer care is a key skill
required by employers.
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