Angry Customers

Comment l'animer

1. 1

   Brief the participants about the activity and its goals.

2. 2

   Divide the participants into two groups, labeled Group A and Group B.

3. 3

   Instruct Group A to role-play as frustrated customers, brainstorming a list of typical complaints.

4. 4

   Ask Group B to come up with effective responses and empathic statements as Customer Service Representatives.

5. 5

   Let each group present their statements to the other, practicing the responses in pairs.

6. 6

   Rotate roles to give everyone an opportunity to practice both sides of the conversation.

7. 7

   Debrief as a whole group to discuss challenges and insights gained from the activity.

Conseils

• Encourage participants to be as realistic as possible during role-plays to simulate true scenarios.

• Facilitate a supportive environment where participants feel comfortable sharing their experiences.

• After role-plays, allow time for participants to discuss what techniques worked best and why.

Variantes

This method can be adapted for different service settings by altering the scenarios to fit specific industries or customer expectations.