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CUSTOMER ROLE PLAY

Instar Rail Customer Support
Exercise Overview

Exercise Level Industry Setting Participant Role

Non-Management Rail Transportation Customer Support
Executive

EXERCISE TIMINGS

This exercise is Total Exercise Time (excluding 50 minutes

particularly good administration & reflection)

i
f
t
e
n
e

h
y
t
d
o
t
to identifythe Administration 5 minutes

i
participant’s ability Role Play Preparation
to deal with 30 minutes
challenging Role Play Interaction 20 minutes
customers and Participant Reflection
balance the (optional) 10 minutes
provision of
customer service
customer service Exercise Description
with the Participants are in the role of a Customer Service
organisational Executive, working in the Customer Support Team
requirements. within a privatised national rail company catering
for business and first-class travellers. They are
required to meet with one of the company’s
commercial customers who has a contract with
the rail company for their organisation’s business
travel. This customer has recently sent in a
tra
complaint and the participant is expected to
identify, understand, and explore the customer’s
concerns and provide solutions that address the
customer’s needs and align with company
complaint and customer management guidelines.
To help them prepare for this meeting the
participant is provided with background
participant
information about their company, along with the
complaints process and customer service
guidelines and the customer’s commercial
contract. In the meeting the participant is
expected to provide high levels of customer
service and resolve the customer’s issues in line
with the company’s procedures, whilst managing
with
the customer’s frustrations and their additional
requests, which are unknown to the participant.

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