How well do you feel that service was provided

Reference no: EM133353574

Pair up or role play with yourself acting as the other person and give them a name. use the following scenarios as the basis of role-plays to give you practice and feed-back in dealing with various categories of customers.

Before beginning, discuss how you might deal with each customer in a real-life situation. After the role-plays, both persons should answer the following questions and discuss any ideas for improvement.

Questions

1.How well do you feel that service was provided?

2.Were any negative or unclear messages, verbal or nonverbal, communicated? If yes, discuss.

3.What open-end questions were used to discover customer needs? What others could have been used?

4.How can identified areas for improvement be incorporated into a real customer service encounter?

Scenario 1

You are an airport shuttle driver and just received a call from your dispatcher to proceed to 8172 Daffy Lane to pick up Cassandra Denton. You were told that Ms. Denton is blind and will need assistance getting her bags from the house to the bus. Upon arrival, you find Ms. Denton waiting on her front porch with her bags.

Scenario 2

Mrs. Zagorsky is 62 years old and is in the library where you are working at the circulation desk. As you observe her, you notice that she seems a bit frustrated and confused. You saw her browse through several aisles of books, then talk briefly with the reference librarian, and finally go to the computer containing the publication listings and their locations. You are going to try to assist her. Upon meeting her, you realize that she has a hearing deficit and has difficulty hearing what you are saying.

Scenario 3

You are the owner of a small hobby shop that specializes in coins, stamps, comics, and sports memorabilia. Tommy Chin, whom you recognize as a regular "browser," has come in while you are particularly busy. After looking through numerous racks of comic books and trading cards, he is now focused on autographed baseballs in a display case. You believe that he cannot afford them, although he is asking about prices and requests other information about the cards.

Reference no: EM133353574

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