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Role Play

This assignment is about creating a customer service and quality management plan for a company. It includes information about the mission, internal and external customers, task environment, common customer service issues, resolution strategies, implementation of a training program, key performance indicators, and recommendations.

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Added on  2022-12-01

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This role play scenario involves a coaching session with Mary, who has been underperforming in her department. The focus is on improving her performance and handling different types of customers effectively. The session covers the importance of proactive customer care, handling irate, talkative, mistaken, elitist, and positive customers, and general basics of customer handling. The aim is to help Mary understand her challenges and provide guidance to improve her performance.

Role Play

This assignment is about creating a customer service and quality management plan for a company. It includes information about the mission, internal and external customers, task environment, common customer service issues, resolution strategies, implementation of a training program, key performance indicators, and recommendations.

   Added on 2022-12-01

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Running head: ROLE PLAY
ROLE PLAY
Name of the Student
Author note
Role Play_1
ROLE PLAY
1
Role Play
“Hi Mary, it is so nice to see you again. How have you been? Take a seat. So I hope
that by now you would already know the purpose of this one on one meeting. Trust me, there
is absolutely nothing that you should worry about. Take this as something more of a coaching
session. So make yourself perfectly comfortable right now so that you can perfectly open up
your senses to induce the information that I am about to share with you right now. Now I am
not going to rush things forward, since that might throw you off guard, but tell me whether
anything interesting has happened in the recent weeks in your department.”
“I see. Yes, that is interesting indeed! Okay, so now coming straight to the point, I
have actually prepared a progress report. And very surprisingly, I have found something
which I really did not expect. You and your department’s performance in the recent times,
have not been able to match up with that of the other departments. This also means that your
performance has not been up to the mark in comparison to most of your competitors. This is a
matter of concern for me. It is because I really see a high potential in you and I figured out
that something must be wrong with you or the circumstance which you find yourself in. So
Mary, it would be really great if I could take 10 minutes from you just to talk about it and try
to sort things out, just to try and put you back on tracks, because you surely deserve better
than this.”
“Thank you! Now first things first; I need to get to know things from your perspective
so that I can get insights into the main issue. Mary, how do you think that you have not been
able to perform as well as the other employees in the recent times? And secondly, what is the
main hurdle that you think is stopping you from being where you deserve to be at. This is the
main thing which you need to answer since this is the root of all problem, and if you can
answer this, you can really make my job easier in this session.”
Role Play_2

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