Handover Service Scenarios
Role Playing Activity
In groups of three, one employee is an observer, one is a customer, and one is the business representative. The customer and representative act out various scenarios, provided below. The observer offers feedback in terms of how well the representative communicated with his/her customer. The roles are then rotated.
Scenario 1: Hi. I’m trying to send an email to ____________ and keep getting told the emails keep ending up in spam folders. If this is a known issue, it should be resolved.
Scenario 2: Hi. I’m being asked to fill out a form I’ve already submitted to HR. I’d like to not fill that form out again. How can we get a copy of what I already completed to all individuals who need it?
Scenario 3: Hi. I’m being told that my ______________ account is empty.
Scenario 4: Hi. I just got a letter saying I missed my payment, but the payment was made on time.
Scenario 5: Hi. I’m looking for someone to help with _____________, could you help me locate the right person?