CUSTOMER
SERVICE ACTIVITY
Tell students
that they are now going to have a chance to practice their customer
service skills. They will get a chance to play the “Deal With
It” Customer Service Game. They will play in teams. Each team
will have a team captain, who acts as the team’s spokesperson.
Each team captain will draw a customer service scenario that the team
must solve.
Teams will have
five minutes to discuss their scenarios before presenting their solutions
to the class. Solutions should be centered on a specific course of action.
Before the captains present their team solutions, they must read their
scenarios aloud. Solutions will be scored by a class vote.
Excellence
in Customer Service
Scoring will be as follows:
- 10 points
if the class feels the solution keeps both the customer and the company
100 percent satisfied.
- 5 points
if the class feels the solution keeps the customer and the company
somewhat satisfied.
- 0 points
if either the customer or the company would not be satisfied.
The first team to challenge
another team’s solution (after it has been scored) has the chance
to offer their spontaneous “challenge solution” as an alternative.
If the class (excluding the two teams) feels that the challenge solution
is better than the first solution, Points may be awarded to the challenging
team. The team with the most points wins the title as “Customer
Service Specialists.”
Separate the class into five
teams. Have each team select a team captain. Have the team captains
randomly draw their scenarios. After five minutes, call the class to
order and have the team captains present their solutions.
IF you do not have
the Deal With It Customer Service Game, you may use the following scenarios.
Scenario A:
Your product is sold with “100 percent Satisfaction Guaranteed.”
A customer attempts to return a product for a refund, saying he is dissatisfied
with it. The product is showing a lot of wear, and you have no doubt
that the customer has received a lot of good use from it. What do you
do to satisfy this customer?
Scenario B:
You receive a customer complaint about one of your products that didn’t
perform according to the customer’s expectations. Upon careful
examination, you find that the instructions in the box were for an earlier
model of the product, which operates a bit differently. This problem
was obviously caused by the manufacturer. What do you tell the customer?
What do you do to satisfy this customer?
Scenario C:
A customer returns a product with which they are unhappy. You try to
determine the reason, but they only make vague statements that lead
you to suspect that they just want a refund so that they can go buy
a competitor’s new product. What do you do?
Scenario D:
Your company has created a good product that is selling well. However,
some users have found a way to modify the product for an alternate use
that you didn’t anticipate, which involves risk and danger. What
do you do?
Scenario E:
You have an enthusiastic sales force selling your product, and the initial
sales reports are impressive. You get feedback that some customers are
not satisfied because the salespeople are making exaggerated claims
about the product that are creating unrealistic customer expectations.
What do you do?
Tina Walsh
Lake Taylor High School
Norfolk VA
