They will deliberately be awkward but they will also respond well to tactful, sympathetic negotiation – the theory goes, just like in real life. The role player’s brief will be to push you into challenging situations but not to outright provoke you. The challenge is to negotiate your way to an amicable resolution in this fictional situation. The role player will also be given a brief they have to follow, often trying to reach an outcome different to the one your brief gives.
As a CSM, if you are dealing with customers who ask you to break those stringent policies, you may have to take the road less traveled.Ĭustomer: I want you to tell me my account ID and password. A company has certain protocols that it needs to adhere to and not twist its policies away just for the customer’s sake. Role Play #4: The Customer asks you to twist company policiesĪlthough you may have come across the term, ‘ Customer is always right’ in this existing niche, there are rare exceptional times too. As an apology, kindly accept this 10% off flat discount on your next month’s subscription amount. Nonetheless, we can assure you that this issue will be fixed at the earliest. I have delved into your issue and it looks like a system-wide error. We do not want you to experience these issues. Don’t you think I pay a little too much for witnessing this? I am tired of seeing such unprofessional behavior at your end.
#Difficult conversations role play scripts software#
Re-attempt to know what went wrong and resolve the same at the earliest.Ĭustomer: This isn’t the first instance where your software glitched out on me. Now, if you don’t want that to take place, try apologizing and empathizing regardless of the situation. When you do not take adequate steps to pacify this angry customer, there is every chance that they will go about adding negative reviews about your company on the social front.
Role Play Scenario #3: The Angry CustomerĪ customer is disappointed with your service and can’t stop yelling about a software malfunction that is jeopardizing a vital project. That way, you don’t have to re-explain all the details once again and can pick up right from where you left. Since they had all the information on your concern already, they can be the best resource for finding your solution at a faster rate. But, let us see if my colleague could be available for a quick transfer and take it forward from there. Can you help me with what we were talking about earlier? Emphasize that your colleague can render better assistance and that you won’t be on hold for long.Ĭustomer: Hi, I was on a call with a rep but the call dropped somehow in the middle of a discussion. Begin by telling them why you want to transfer the call.
Ensure that this hand-off is seamless and does not irritate the already vexed customer. There could be times when your team will have the urge to transfer a call to a higher-ranking expert on your hierarchy to better assist the customer’s query. Role Play Scenario #2: The Customer’s call needs to be transferred to another executive I will take you through the steps one by one and will be right here along the way, just in case you feel stuck anywhere. Before that, let me share this blog on updating features that will help us through the updating procedure. I will be happy to assist you in updating this feature. This way, the customer will know where to head in case of any other queries in the future. Still, it is better to walk the customer through a detailed response. To them, each of their inquiries is equally important and they wish to see the same level of care and urgency as the critical ones. In spite of that, all that your customer cares about is their inquiry. Due to their commonality, their solutions have been well-documented and put up across the knowledge base as a blog or informative videos. These are the questions that your team may have come across countless times before. 4 Customer Role Play Scenarios Role Play Scenario #1: The Customer asks a seemingly common Question
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