Telephone Roleplay Examples?

Question

I am looking for some scenarios for telephone roleplay exercises at an upcoming team event, can anyone give me some good examples that would help to promote professional telephone etiquette? Thanks in advance

Answer 1

I'd get an old recording or tape of Bob Newhart doing one of his many telephone dialogs. This will at least punctuate the exercise with amusement.

I'd make sure that you cover on "active listening" techniques for irate customers. An old but very reliable book on communication is "People Skills" by Bolton. This book is packed with many, many very good examples of communication skills. (It is well organized)

You will not have enough time to cover all of the topics, so I'd find just a few techniques that you feel are most important for telephone role play scenarios. Here are a few examples.

Scenario #1:
Customer is frustrated because the widget she ordered was dark purple instead of violet. She wants the company to send a violet widget to her overnight.

Scenario #2:
The customer claims that the sales person lied about the cell phone plan. He claims that the salesman never told him that "evening" starts at 9:01 PM.

Scenario #3:
The customer wants a telephone number for the President so that she can tell him what a great job you did.

Scenario #4:
The customer wants the volume discount of 10% that is offered for purchase of 5 air filters. These filters were purchased over a period of a year. The discount applies to purchases made on one order.

Scenario #5:
Contents of a box was damaged in shipping. It was shipped FOB Origin and the customer is responsible for the item once it leaves the factory dock. The customer insists that the factory send a replacement immediately.

Scenario #6:
A waterproof watch leaked badly when the owner wore it in a hot tub. The owner felt that the watch was not water proof and he wants his money back.

Answer 2

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