Customer Service Role Plays: Hotel and Airline Contexts

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Role Play
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Contents
Assessment 1...................................................................................................................................3
Role Play-1...................................................................................................................................3
Role Play-2...................................................................................................................................4
Role Play-3...................................................................................................................................4
Assessment 2...................................................................................................................................5
Role Play-1...................................................................................................................................5
Role Play-2...................................................................................................................................5
Assessment 3...................................................................................................................................6
Role Play-1...................................................................................................................................6
Role Play-2...................................................................................................................................6
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Assessment 1
Role Play-1
Me: Hello Mr. X how can I help you today?
Customer: My stay in the hotel has not been very pleasant this time sir.
Me: Oh! May I know the issue faced by you, sir?
Customer: Actually my room was not pleasant enough. There were many technical issues like
the TV switching off again and again and the thermostat was also not working properly.
Me: Did you call anyone from the helpdesk to fix that for you?
Customer: I called them 4 times and whenever they leave the issues comes again. This was not
with my previous stay here.
Me: I apologize for your inconvenience sir, I can assure you that I will get all the technical
features repaired in your in one hour.
Customer: No, I want a different room now as I am not comfortable there.
Me: Sir, currently all the rooms are occupied but as soon as I get any room I will let you know
immediately.
Customer: Thank you for your quick response and I am looking forward to all the changes soon
Me: That will be done soon.
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Role Play-2
Me: Hello mam how can I help you with your travel in our airlines?
Customer: Actually my seat is in front of some talkative kids and I have to study for my exam,
can you help me in that?
Me: Mam I can talk to the kids to keep their volumes controlled.
Customer: But that will not last for long, can you please change my seat to someplace quieter?
Me: That I will check in the schedule and I will move you to some better seat.
Customer: Thank You
Me: Mam you can move in the front row next to this passenger and study.
Customer: Thank you for your help.
Role Play-3
Customer: Are you the manager of this restaurant?
Me: Yes sir, how can I help you?
Customer: Actually the food that I ordered is not good, the chicken seems burnt and the sides are
stale. I want you to change this immediately or I will complain to the authorities.
Me: That will not be necessary sir I will replace the food immediately.
Customer: I am not going to pay for this bad food.
Me: That won’t be necessary sir you can pay only when you are satisfied with the food else not.
Customer: I hope the food will good next time or I will never come back here.
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Assessment 2
Role Play-1
Me: Hi Harry how are you doing today?
Harry: Sir I have a request to you kindly shift me from the housekeeping team to some other
team.
Me: Why you asked for housekeeping and now you want to change?
Harry: Actually its Ms. Lilly she is always finding fault in my work and scolding me of
everything, even though I do everything right.
Me: I am sure there might be some reason for it have you tried talking to her?
Harry: I tried but she is never interested in communication.
Me: Ok, in that case, I will personally talk to Ms. Lilly and ask her about the reason for this
particular behavior and if I find anything justified in her views then you need to re-think about
your working process else I will put in some other team.
Harry: Thank you, sir.
Me: You are welcome.
Role Play-2
Stan: Sir Can you help me in a small issue?
Me: What is it?
Stan: Kindly do not put me in a team with Joe on the front desk.
Me: Why you both are working fine?
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Stan: Sir he is always indulged into talking to customers this leads to a heavy queue and I have to
handle most of the onboarding formalities.
Me: You can always remind him to work.
Stan: I do that every time but he doesn’t seem to take it seriously.
Me: Well I will observe his working for some time and then I will have a face to face discussion
with him about the working style. In the meanwhile, you also try to indulge a little with the
customers and be a little more comfortable working here this might help you to understand the
process and you can work properly.
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Assessment 3
Role Play-1
Me: What is all this noise about?
Team member 1: Sir there has been a strong argument between Jack and Carl over who is going
to be the next floor manager.
Me: Kindly send both of them to me.
(Both enters)
Explain your points.
Jack: Sir I have been working here for more than 5 years and has good experience and
knowledge I think I deserve to be promoted.
Carl: I am good with customer interaction and analyzing situations thus I can be a sensible option
for promotion.
Me: I can assure both of you that you both deserve to be promoted but deciding among
yourselves will not help you win. Rather you continue to do your work with patience and
perseverance as the management will be observing you, only the best man will win. Till then
show your best in your work.
Role Play-2
Team Member 1 – Sir there is a potential threat of a drop in sales due to new hotel launched
opposite to ours.
Me: How can that be a threat?
Team Member 1 – Sir they are giving the same services in lower fares plus they have launched
certain introductory offers for the customers. They are also planning to celebrate festivals with
customers.
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Me: In that case, we need to introduce some good and new offers for our customers as well, we
should have good offers for Christmas too. Also, we can contact our loyal customers and give
them privilege services on behalf of the hotel.
Team Member 1 – Will that is sufficient to boost up the sales.
Me: That is just an initial set up, later on, we can introduce some activities and sports in our hotel
to develop football. That will sustain the position.
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