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Sometimes the customer is overly talkative because they don’t feel listened to. While they might be friendly, dealing with calls from talkative customers can be tricky, as they can keep the agent on the phone for much longer than they need to be. Scenarios Where the Customer Just Can’t Stop Talking Role playing these scenarios, in an environment where agents feel comfortable in trying-out a more direct style of conversation and new techniques such as signposting – can be really helpful in speeding-up the conversation, for the customer’s benefit. These contacts are common in contact centres, specifically at certain points of the day when the customer is in a rush to get to work or calls-in just before the contact centre closes. Scenarios Where the Customer is in a RushĬustomers can often grow frustrated when you cannot give them an immediate answer to what they imagine to be a simple query. So, do some coaching first – giving the basic advice for handling different kinds of vulnerable customer – then role play various situations, to give invaluable guidance for agents for when they come across vulnerable customers in desperate situations.įor insights into how best to serve vulnerable customers, read our article: Dealing With Vulnerable Customers 5.
#Difficult conversations role play scripts how to
Struggles to keep up with the conversation – maybe responding “yes” to each of your questions.Īgents need guidance in how to deal with these customers, as they may not only feel helpless, but the scenario might cause them stress that can last for hours, or maybe even days.Says things like: “My partner would always handle these things for me”.
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While it is great to role play new situations – as part of both induction and continuous training – there are a few more situations, which can be really useful to role play. Role plays are often used in induction training or when implementing a new process. Role playing is a customer service exercise where agents practice how to deal with certain customer interactions, with a fellow agent or team leader/coach acting as the customer.Īgents can practice handling calls in a safe, learning environment…īy role playing with colleagues, agents can practice handling calls in a safe, learning environment – making it much easier when it comes to putting new skills into practice in the real world. We highlight some good examples of customer service scenarios to role play.