Based on their responses, the trainer will be able to bridge knowledge gaps and/or point them in the right direction.Īs a company owner or hiring manager, you can also use role-play scenarios during the onboarding process to determine how a newcomer would approach typical situations in your company. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. Role-playing scenarios are scenarios in which two or more people act out in specific roles.

In this article, we’re going to provide you with some of the most popular role play scenarios and share our insights on how to move customer service training online with iSpring Suite. No matter what customer service situation you’re dealing with, role-playing is the best way to train new employees and provide continuous professional development. But the good news is that most of them are repetitive and fall into a finite number of categories. In difficult customer service scenarios, it’s hard to come up with the magic answer or solution. And one sure way to make it great is by teaching your team about possible customer service scenarios and how to handle them. With great support comes a strong customer relationship. They can cost your company a great deal of money.Īccording to a report by Forrester, poor customer experience leads to consumers abandoning intended purchases that can be translated to an estimated $62 billion in lost sales in the US per year.

Role play scripts for anger management