Humans rehearse for everything. Whether it’s for a concert or launching a rocket into space, we practice. If you're on a customer service team, your peers and manager will do the same by conducting customer service role play exercises to prepare you for potential questions from customers.
Role playing is a fundamental customer service training exercise. It simulates real conversations that service reps have with customers and it teaches them how to respond to different customer behaviors.
In this post, I’ll discuss 12 customer service role play scenarios essential for a service team. I’ll also cover example role play scripts that your reps can practice with. But, before we dive into that, let‘s look at how you should conduct customer service role play at your business and why it’s useful for a customer service team.
Table of Contents
- What Is Customer Service Role Play?
- Benefits of Customer Service Role Play
- Customer Service Role Play Scenarios
- Role Play Your Way to Success
What Is Customer Service Role Play?
When training service reps, businesses will conduct customer service role play to prepare reps for potential conversations they‘ll have with customers. This not only familiarizes them with common problems and questions that customers will have, but it also teaches them how to navigate situations when they don’t know how to respond — just like in the example below.
Using this flowchart, reps know how to react to every potential response that a customer might give. When conducting a role play exercise, two reps might walk through each one of these potential situations together, with one rep pretending to be the “customer” and the other responding based on what the “customer” says. That way, reps can practice what they'll say to customers before they interact with one.
Benefits of Customer Service Role Play
Customer service role play has many benefits. Here are some of the top ones that I have encountered.
Increases confidence of your customer service reps.
Insight from our State of Service report shows that almost 50% of all service agents struggle to manage difficult conversations.
Role plays reduce this challenge. These exercises let your customer service reps practice in a monitored environment, allowing them to build the confidence they need when interacting with customers in different scenarios.
Helps customer service reps to think and respond spontaneously.
Role play sessions prepare reps to instinctively process and reply to customer inquiries, helping them refine their responses and sound natural. This boosts a genuine connection between them and customers as the conversation advances smoothly without sounding scripted.
Boosts rep's response speed and customer satisfaction.
Rehearsing possible scenarios trains customer service professionals to respond to customers faster. According to the State of Service report, 90% of customers rate an “immediate” response as important or very important when they have a customer service question and 60% of customers define “immediate” as 10 minutes or less.
Teaches reps to de-escalate difficult situations.
Practicing customer service in simulated sessions equips reps to handle upset or abusive customers without making mistakes that lead to a PR crisis. This matters, as customers are more likely to share experiences on review sites and social media now than before.
So, role play helps reps de-escalate problematic scenarios, empathize with customers, and solve their concerns while protecting your brand's image.
Prevents repeated mistakes.
Experienced reps share feedback and suggestions to assist upcoming service representatives during role play. This boosts knowledge transfer, prevents previous customer service mistakes from recurring, and creates a unified perspective on handling customer queries.
Now that you know what customer service role play is, including its benefits, I’ll illustrate some example scenarios in the next section.
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1. The customer calls, emails, or messages, your service team.
Customer interactions have to begin somewhere. And, whether you realize it or not, these first moments have a major impact on the customer experience. The better your introduction is, the smoother the conversation will go.
Think about it. If you call a customer support team and the rep picks up and says, “Ya?” you might think you dialed the wrong number. At the very least, this rep sounds uninterested in the conversation which sets the tone for the rest of the interaction.
Conversely, if the rep picks up the phone and says, “Hi this is Clint from HubSpot Support, with whom do I have the pleasure of speaking with today?” This signals to the customer that they‘ve contacted the right place for help and I’m ready to provide dedicated support.
It‘s also important to share your name with the customer and ask for their name as well. This immediately establishes a relationship with them and humanizes both sides of the conversation. You’re no longer speaking to a stranger now that you know each other by name.
Customer Service Role Play Script
Customer: “Hello?”
Support Rep: "Hi, this is (your name) from (company name). Before we get started, who do I have the pleasure of working with today?
2. The customer asks a common service question.
These interactions will likely make up the bulk of your workload. These are questions that your team has been asked countless times before and their solutions are well-documented in your knowledge base or help desk.
Keep in mind that the customer doesn‘t know — or care — that their question is common. To them, all of their inquiries are equally important and they expect you to treat them with the same care and urgency as others. If customers feel you’re not fully engaged or rushing to resolve their issue, they may not be satisfied with their experience and could ask for more details.
In customer support, it's better to provide a detailed response and walk the customer through a solution rather than assuming that they understand your explanation. If possible, link the customer to a relevant knowledge base article and go through troubleshooting steps together until a solution is reached. That way, the customer can ask you questions along the way, rather than creating a new support ticket every time they get stuck.
Customer Service Role Play Script
Customer: “How do I install this product?”
Support Rep: “I'd be happy to help you install that product. But first, let me share this knowledge base article that can guide us through the installation process. I'll walk us through this doc step-by-step so you can ask me questions that you have along the way.”
3. The customer shares negative feedback about your product or brand.
When you work in customer service, there‘s going to be times when customers share negative feedback about your brand. As a service professional, your job is to align yourself with the customer, irrespective of you agreeing with their opinion. Your goal is to make them feel justified while still protecting your brand’s image.
To do that, you‘ll need to accept at least some of the responsibility for the customer’s problem. Even if you think the issue is inconsequential, this comes with the territory of working in customer service. If a customer is upset, the last thing they want to hear is that they‘re wrong or that their feelings aren’t justified.
You should also avoid over-apologizing. When you offer an apology, you admit a problem exists. Sometimes, this is necessary. Other times, you can align yourself with the customer's position without offering an apology — like in the example below.
Customer Service Role Play Script
Customer: “Your product is terrible. It's overpriced and it doesn't turn on every time I use it.”
Support Rep: “Thank you for this feedback. I understand how frustrating it can be to spend a lot of money on a product that doesn't work consistently. The behavior you're describing sounds unusual for that product, so if it's okay with you, I'd like to walk us through some troubleshooting steps to see if we can diagnose the problem. My gut tells me it's something we can fix, but if not, I'd be happy to offer another long-term solution.”
4. The customer requests a product, feature, or service that you don't have.
If you're a SaaS company, feature requests happen all the time in customer service. Customers need your product to do something it can't, and as they keep running into dead ends, they eventually turn to your service team for help.
Sometimes you can ungate them for a beta product or feature. This is great because the customer not only gets a solution to their problem, but they feel they're getting special treatment from your brand as well.
Other times, you don‘t have a beta feature ready to solve the customer’s problem. In these cases, you either need to come up with a creative solution or explain why your product or service doesn't work how your customer expected.
Remember, no single product can do everything, and sometimes it‘s better to explain why a customer shouldn’t do something with your product rather than encouraging them to fit a square peg into a round hole. While they may get the immediate satisfaction they‘re looking for, when you push products to do things they’re not designed for, sometimes this can lead to severe complications down the road.
Customer Service Role Play Script
Customer: “What do you mean your product doesn't do this? Why did I buy a boat if I can't drive it on land?”
Support Rep: “I hear you. I think it would be great if our boats could be driven on land as well as water. While we could outfit your boat with customized features that would allow you to convert it to a land vehicle, this, however, would come with additional costs and could jeopardize the integrity of your boat's hull. In my experience, I'd recommend against this upgrade since our boats really perform their best in the water and this customization may end up costing you more in the future.”
Customer: “I see. Well, what am I supposed to do now? I still need to move my boat out of the lake.”
Support Rep: “Understood. Where are you moving your boat to? While it's not my expertise, I'd be happy to research some towing options in your area and can share what I find.”
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5. The customer asks a question or has a problem that you don't have a solution for.
Some customers will ask you questions that you either haven‘t answered before or you know don’t have a solution. In these cases, you need to explain your inability to provide an immediate answer and state what you can do for the customer instead.
If it‘s a question you haven’t been asked before, then your first move should be to look for a known solution. If you‘re on the phone or working with the customer in person, then you’ll need to buy some time by either putting the customer on hold or asking them to wait a moment while you research independently. Be sure to ask the customer for permission before putting them on hold because some customers will prefer to remain on the line while you're working on their problem.
Once you troubleshoot for about five minutes, if you still don‘t have a solution, you should always ask to follow up with the customer. This shows them you’re dedicated to solving their problem and will dig deeper to find a solution. Even if you come up empty-handed, customers will still appreciate the extra effort you put into their case.
Customer Service Role Play Script
Customer: “How come every time I use your app, my phone shuts down after a few minutes?”
Support Rep: “Good question. Since there could be a few things causing that behavior, do you mind if I put you on a brief hold to look into this with my team?”
Customer: “Sure.”
Support Rep: “Great. One moment.”
Support Rep: “Okay, I've run a few tests on my end and I haven't been able to replicate the issue. I want to be mindful of your time, though, so rather than keeping you on the line while I troubleshoot this, would you mind if I followed up with you via email and I can let you know just as soon as I find a solution?”
6. The customer purchases a faulty or incorrect product.
When a customer purchases a faulty or incorrect product, most times they'll ask for a refund or product exchange. These situations will probably upset or frustrate customers because your product or service has fallen short of their expectations. As a customer service rep, your job is to curb this frustration by assuring customers of your brand’s capability to meet their needs.
This is one scenario where an apology is typically appropriate. There aren‘t many excuses you can make for delivering a broken or incorrect product, and if you want to salvage the customer relationship, it’s better to apologize and admit your mistake.
This is your time to shine as a customer service rep because your response will influence customer churn. If you make the customer feel it’s a one-time mistake, then they'll be more likely to stick with your business.
Customer Service Role Play Script
Customer: “Hi, I received this product yesterday, but when I opened it, it had a huge crack down the center. What are you going to do about this?”
Support Rep: “I am so sorry to hear that. My apologies that your product didn't arrive as expected. I'd be happy to take care of this for you. Would you like me to ship a new one right now, or would you like to request a refund instead?”
7. The customer needs to be transferred to another rep.
Depending on how your service team operates, you may have to transfer customers to different employees at your organization. In which case, it's important to know how to handle these conversations in a smooth and seamless way.
For starters, tell customers why you need to transfer them. Remember, some people don‘t enjoy being put on hold and they may ask why you can’t solve the problem. In these situations, explain why your teammate is best suited to resolve their issue and what they‘ll do for them that you can’t. While you don‘t want it to look like you’re passing the buck, clarify that your colleague is the best resource for finding a solution.
Customer Service Role Play Script
Customer: “Hi, I was just on the phone with someone, but the call was dropped. Can you help me with what we were working on?”
Support Rep: “I'd be more than happy to help. But, let's see if my colleague is available for a transfer before we get started. Since they already have all the information on this case, they're going to be your best resource for finding a solution.”
Customer: “Well, why can't you help me?”
Support Rep: “I'd be happy to help if my colleague is unavailable. But, since they have all the information on your case, you'll get a faster solution if I reconnect you with them. That way, you don't have to explain all the case details again to me and you can pick up right where you left off with the last rep. ”
8. The customer wants to speak to a manager.
No matter how great of a customer service rep you are, you will eventually come across someone who will demand to speak with your manager. It may not even be your fault, either. In fact, when it happened to me, the customer didn't even let me introduce myself before they asked to speak with my manager.
The point is, don‘t take it personally. Just because someone asks to speak with your manager doesn’t mean you did anything wrong. Some people think that by speaking with management, they'll receive faster solutions and special treatment from your business.
If a customer asks to speak with your manager, remain calm, and follow your company‘s protocol. If your policy is to transfer them, follow the steps laid out in the previous section. If your support team doesn’t transfer calls to management, then use the script below as a guideline.
Customer Service Role Play Script
Customer: “This is unacceptable. I'd like to speak to your manager.”
Support Rep: “Of course. I'd be happy to connect you with a manager. However, with the way our team operates, there isn't a manager available now to take your call. I can definitely reach out to my manager and set up a meeting, but it may take some time before I can connect you. In the meantime, I'd be happy to work with you on this issue and update my manager with the progress we make.”
45 Customer Service Scripting Templates
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- Phone Support Script Templates
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- Email Support Script Templates
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9. The customer is delighted with their brand experience.
Not every service case involves an angry customer. The best ones are when you‘re working with someone who’s passionate about your product and is excited to learn more about your company. These interactions typically lead to high Net Promoter Scores and positive customer feedback.
When a customer has good things to say about you or your business, don't just sit back and take the compliment. This is an opportunity to really connect with them and generate customer loyalty for your brand.
One way you can do this is by encouraging people to share their feedback with others or leave a review after you close their service case. When I worked for HubSpot Customer Support, I would always remind customers that we have a feedback survey that's triggered after every service interaction. That way, customers had a way to share their positive feedback with me — and my manager.
Customer service software can help deploy, manage, and store all customer feedback in a centralized database. You can then use this data to identify your strengths and weaknesses, as well as spot top-performing agents or reps who might need further training.
Customer Service Role Play Script
Customer: "Wow! Thank you so much. You've been a great help today."
Support Rep: “Glad to hear it. And, if you'd like, please feel welcome to share that feedback via our survey triggered at the end of each (case/call). We would really appreciate it.”
10. The customer asks you to bend company policy.
You may come across someone who takes the term, “the customer is always right” a little too seriously. While there are rare cases where it makes sense to bend the rules, your company has protocols for a reason and you should always adhere to them, even when a customer is asking you not to.
If you‘re constantly dealing with people who request you break company policy, then point out this trend to your manager. After all, while you should always adhere to company protocol, your company’s procedures shouldn't inconvenience your customers. At the very least, find out why your company has this policy in place so you can share that information with your customers.
Customer Service Role Play Script
Customer: “I just need you to tell me my account number and password. I don't care what your company policy says. I'm in a hurry.”
Support Rep: “I understand your frustration and I want to get you that information as quickly as possible, but unfortunately, I can't provide you with an account number or password at this time. While I certainly trust you are who you say you are, this policy is in place for the security of all our customers and without going through the required identification process, it would put your account at risk.”
11. The customer is verbally abusive.
Sometimes customers cross the line from being upset to verbally abusive. As a customer service rep, it's crucial to differentiate these instances and avoid reacting.
An upset customer becomes abusive when they persistently yell, swear, and threaten you even after repeatedly showing empathy and a desire to help them. They are also being abusive if they use expressions that are sexist, homophobic, racist, and offensive to you or about your peers, and other clients.
In such scenarios, acknowledge that though you want to help the abusive customer, you cannot do so while they are in that emotional condition. Calmly assert that you may end the call if they don't stop cursing. Then, offer them the option of discussing calmly or rescheduling the conversation to a time when you can have a reasonable discussion.
If it persists, loop in a manager and carry out their suggestions. If this doesn‘t help, let them know you’ll end the call (with the manager's consent), then end it.
Another team member can follow up with the customer. If the behavior continues, consider switching to a live chat or email to reduce the emotional effect of their words.
The following is a role play script example of an angry customer situation.
Customer Service Role Play Script
Customer:
Your company is the worst accounting software online! I‘ll make sure you lose your job, you ********!! I’ll write on every review platform until you ********!
Support Rep:
Pardon me. I realize that this situation is frustrating for you and I want to do all I can to assist you, but your continued use of foul language isn't letting that happen.
I can help you now if you‘re willing to stop cursing and threatening or I can give you some time to calm down so you can call us to resolve the issue when you’re ready.
12. The customer is upset about a product or service.
I have one final role play script example of an angry customer situation to share with you. Often, customers feel angry and frustrated when they can't solve their problems with your product or service. Their brains switch to “fight or flight” mode as stress hormones cause physiological changes in response to the situation. Recognizing that the customer isn't angry at you but is feeling frustrated about their problem helps you stay calm.
Listen without interrupting them and acknowledge their feelings by apologizing or expressing regret. This should normally calm negative emotions.
If they’ve contacted your team before, pull up their record from your CRM tool to see their history and prevent them from repeating the situation. Then, redirect the conversation to the solution and show them how you’ll help.
Customer Service Role Play Script
Customer:
Why can’t I access my account for the past three hours? It’s delaying an urgent payment I want to make.
Support Rep:
I’m so sorry you’ve not been able to access your account. Our technical team is currently fixing it. You should be able to access it in two hours. I apologize for any inconvenience this has caused you.
Role Play Your Way to Success
As you can probably see from the role play script examples I have shared, customer service scenarios range from good and bad to ugly. Role playing with your staff ensures everyone is prepared for the different engagements they’ll come across in their roles — and practice definitely makes confident.
Editor's note: This article was originally published in January 2021 and has since been updated for comprehensiveness.
45 Customer Service Scripting Templates
45 templates to help you determine your customer service responses.
- Live Chat Support Script Templates
- Phone Support Script Templates
- Social Media Support Script Templates
- Email Support Script Templates
Download Free
All fields are required.
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