Session 4 Customer Service Role Play

Role Play Assessments

During today's session, you will be completing your customer service role play assessments.

Students will work in small groups to prepare for their customer service Role Play.

• use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
• identify customer needs using appropriate questioning and active listening skills
• provide customer service in accordance with organisational requirements
• respond to and record customer feedback and action taken according to organisational standards, policies and procedures
• produce a report which identifies and recommends ways to improve service delivery.

Refresher before we start:

How can we build Rapport?

What is Active listening?

What types of questions can you ask? 

How do you gain feedback after the event? 

Class Activity 1

On the whiteboard write down some ways that you can build rapport with customers

Class Activity 2

Read the article https://www.mindtools.com/pages/article/newTMC_88.htm

List some questions that you could ask customers to find out what they want

N.B. Role Plays will be in the form of a role play and discussion in groups. You will be placed into groups during the class Zoom Session and allocated two Role Play scenarios. If you are unable to attend the role play, please discuss the alternatives 

In your groups you will discuss the Assessment Criteria for each scenario and come up with a script for each. 

You will then perform the Role Play in your groups.

After the role play, we will have a debrief and provide feedback on the good points of customer service and where/how they can improve. Each student is to take some notes during the other student Role Plays so they can provide constructive feedback. 

Scenario 1 You are a staff member at a busy public library there are a number of people in front of you waiting for assistance, you are working with a customer who has a number of requests, they need to return some books, put others on hold and they want to know how to download eBooks, the customer behind them butts in saying “are you going to be long?  I’m in a hurry”?  How do you manage this?	Used appropriate communication skills
	Assessed customer needs and were able to prioritise for service delivery
	Use effective communication to inform customers of suitable choices for meeting their needs
	Was able to assist customers to ensure that their needs were met
	Was able to identify limitations and seek assistance from designated staff members
	Was able to provide prompt service to the customer
	Was able to build and maintain rapport with the customer
	Was able to handle the complaint/other customer sensitively and courteously
	Was able to reflect back on the case study to see if there was a better way to deal with the situation.

Scenario  2  You are working in a secondary school library and a very belligerent year nine student appears in front of you demanding to know why they have been given an overdue notice for a book they claim not to have borrowed. What do you do?	Used appropriate communication skills
	Assessed customer needs and were able to prioritise for service delivery
	Use effective communication to inform customers of suitable choices for meeting their needs
	Was able to assist customers to ensure that their needs were met
	Was able to identify limitations and seek assistance from designated staff members
	Was able to provide prompt service to the customer
	Was able to build and maintain rapport with the customer
	Was able to handle the complaint/other customer sensitively and courteously
	Was able to reflect back on the case study to see if there was a better way to deal with the situation.

Scenario 3 You are working in a public library, there is a customer to be helped with finding a book, the phone is ringing and another customer is getting frustrated because the self-check unit won’t let her borrow who do you help first?	Used appropriate communication skills
	Assessed customer needs and were able to prioritise for service delivery
	Use effective communication to inform customers of suitable choices for meeting their needs
	Was able to assist customers to ensure that their needs were met
	Was able to identify limitations and seek assistance from designated staff members
	Was able to provide prompt service to the customer
	Was able to build and maintain rapport with the customer
	Was able to handle the complaint/other customer sensitively and courteously
	Was able to reflect back on the case study to see if there was a better way to deal with the situation.

Scenario 4 An angry customer appears in front of you demanding to know why the self-check unit won’t let her borrow, you check her record and she has $23 owing in fines, library policy says you can’t borrow if you have over $20 in fines. How do you manage this?	Used appropriate communication skills
	Assessed customer needs and were able to prioritise for service delivery
	Use effective communication to inform customers of suitable choices for meeting their needs
	Was able to assist customers to ensure that their needs were met
	Was able to identify limitations and seek assistance from designated staff members
	Was able to provide prompt service to the customer
	Was able to build and maintain rapport with the customer
	Was able to handle the complaint/other customer sensitively and courteously
	Was able to reflect back on the case study to see if there was a better way to deal with the situation.

Scenario 5  A university student has an important assessment due and needs to borrow a book on the “2 hour reserve shelf” overnight how do you manage this.	Used appropriate communication skills
	Assessed customer needs and were able to prioritise for service delivery
	Use effective communication to inform customers of suitable choices for meeting their needs
	Was able to assist customers to ensure that their needs were met
	Was able to identify limitations and seek assistance from designated staff members
	Was able to provide prompt service to the customer
	Was able to build and maintain rapport with the customer
	Was able to handle the complaint/other customer sensitively and courteously
	Was able to reflect back on the case study to see if there was a better way to deal with the situation.

Submission Requirement:

• One submission from each group with script and discussion notes (Include names of each member)
• One submission from each student providing feedback on the other group's customer service Role Plays

Submit via this link at the end of class: https://www.dropbox.com/request/Kn6IoCqxUaarPKNiFP8a or you can share your file on office.com