Effective Customer Service Role Play Project

 

 

As many organizations move toward a more quality-oriented, customer-focused environment, developing and fine-tuning policies, procedures, and systems to better identify customer needs and meet their expectations will be crucial. Through a concerted effort to perfect service delivery, organizations will be able to survive and compete in a global economy. More emphasis must be placed on finding out what the consumer expects and going beyond those expectations. Total customer satisfaction is not just a buzz phrase; it is a way of life that companies are adopting in order to gain and maintain market share. As a customer service professional, it is your job to help foster a custom-oriented service environment.

The Project will consist of writing a complete Role Play from the scenario below. *****In addition to the role of the customer service provider, you will also need to include the role of the customer into your project.***** The Role Play will be graded based on the attached “Effective Customer Service Role Play” Rubric. The five main areas for the role play are:

1. Verbal Communication – two-way communication and effective feedback
2. Non-verbal Communication – non-verbal communication included in role play
3. Listening Skills – active listening and effective characteristics
4. Handling of Service Breakdowns and Recovery – customer successfully retained
5. Customer Service Via Technology – techniques for communication via technology.

SCENARIO:

You are a customer service representative in a customer contact center that provides service to customers who have purchased small appliances from your company. A customer is calling to complain that she purchased a waffle iron from one of your outlet stores two weeks ago and it no longer works. She is upset because her in-laws and family are arriving in two days for an extended visit and they love her “special” waffles.

PLEASE DON’T FORGET TO REFER TO THE ATTACHED PROJECT RUBRIC BELOW!

THIS SHOULD MOSTLY BE IN YOUR WORDS, BUT IF NOT CITE SOURCES!

NO PLAGIARISM WILL BE ACCEPTED!