Note Book

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PAGE 05
Activity 1
1. Customer Service Role Play
2. Objective: To practice customer
service recovery situations.
3. Technology: Twitter
4. Activity: Create a Twitter account that
simulates angry customers. Then,
assign participants the following roles:
customer, sales rep, manager and
operations department. Then give the
group an assignment.
5. For example, a customer might
complain that his equipment
isn’t working. The team should
work together to troubleshoot
and offer a solution.
6. Discussion: Ask the group if they
were able to solve the problem
and how they accomplished the
task. This can also be a great
activity to discuss clarity in
communications.