101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 87
Fix the Customer Role-Play
Customers, particularly upset customers, don’t always explain the facts of their situation clearly or completely. “Fixing” the person—restoring her or him to a state of emotional balance—is as important to a well-executed recovery effort as is fixing the problem.PURPOSE:
✓ To experience the difference between fixing just the problem and fixing both the person and the problem
✓ To practice using the soothing words and phrases that will work for you
TIME: 30 minutesDIRECTIONS:
1. Ask participants to select a partner. Explain that they will be asked to role-play a situation in two different ways. In the first version, the focus should be on fixing only the problem. In the second role-play, the focus should be twofold: on fixing the person, then fixing the problem. Have the partners decide which of them will go first.
2. Distribute copies of Activity 87, detailing the scenarios. Ask teams to review the situations, plan their approach, then begin. Allow up to 4 minutes for the first role-play.
3. Call time and ask the customers to provide feedback to the service providers on how well the role-play worked—whether the service providers moved quickly and fairly to a solution, and whether the customer was involved in the process and felt valued.

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