Role play is a viable business customer service training tool that encourages best practices and thoughtful discussion amongst team members. It can be a little unnerving to “act” in front of your colleagues, but at the end of the day, the takeaway is a more effective approach to managing the numerous issues CSRs deal with on the regular. Here are a few guidelines for how to run a business telephone conversation role play session at your office.
1. First things first. Decide what the telephone conversation is going to be about. Dealing with irate customers? Handling questions you don’t know the answers to? Collections calls?
2. It’s easier for people to work in small groups rather than standing in front of an entire room of people. So, split up your audience into groups of three. Person #1 will play the caller, Person #2 will play the customer service representative, and Person #3 will observe and take notes.
3. The role play is over. Now it’s time to debrief. This is the longest, and most important part of the exercise because it provides a chance to reflect on the process, analyzing what worked and what didn’t. Open up the floor, and involve everyone in this discussion. Ask people how it felt, and what they learned based on their interactions.
4. After the debriefing, pose a few thought-provoking questions to solidify what you learned:
5.Try the role play again, and be sure to switch up each group member’s role so everyone has a chance to be the CSR. Hopefully, something positive has come from the first rotation, and you’ve all picked up a thing or two to help you empathize with, and better assist your callers!
Business telephone conversation role play provides your staff with a strong frame of reference when dealing with a variety of customer service scenarios, and arming your team with the necessary skills is a great confidence-booster, too. Give it a shot. It’s worth the momentary uncomfortable feeling your employees will have.