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Checking for Understanding: Role Playing Activity: Group
Interactive Scenarios

Instructions: Work through the 1 three questions as a class. Share your screen with the
st
class and walk through the possible options to resolve a customer’s concerns. Use this
opportunity to engage the participants to practice their “Call Handling” process (opening and
closing) as well as verbally identifying the steps and resources, they need to resolve the
customers concerns. Use the rubric as they respond to give them a clear expectation of how
their formal responses will be measured.

Evaluate the core competencies

1 2 3 4
System Knowledge :
Familiarity with the ICS
system and applications
Accuracy: the level of
accuracy and
consistency
demonstrated by the
agent to apply process
steps and all training
resources and
applications to-date.
Communication/
Interpersonal Skills:
The level of
professionalism and
courtesy demonstrated
when interacting with
customers when
providing verbal and
written feedback
(customer emails).
Effectiveness: The
ability to resolve a
customer’s concern and
maintaining a clear
knowledge of the
product and options. Page74