Sample Call Centre Telephone Role Play Test

This document is a template for new recruitment businesses relating to generic issues
typically faced by a business placing permanent and temporary staff. It is for information only
and is not a substitute for taking detailed legal or other professional advice.

Telephone role-play

Print onto letterhead or insert logo.

ROLE PLAY – CUSTOMER SERVICE

Scenario:

Date is 5th December

You are employed as a Customer Service Agent for a leading mail order catalogue company.

You have answered a call from Mrs. Johnson. Mrs Johnson has advised you that she called
yesterday regarding an order she made six weeks ago and someone had promised to call her
back to resolve the problem, however Mrs Johnson never received a call.

Mrs Johnson has ordered a camera for her son, who lives in Australia, for Christmas.

Mrs Johnson needs to post the camera to her son by 7 th December in order for it to arrive on
time.

Your company policy is that orders will be delivered within 28 days.

The item is available however there has been an error and it has not yet been allocated to
Mrs Johnson’s account.

Mrs Johnson is clearly upset and would like the matter resolved today.
Questions:

After listening to Mrs Johnson, what would

you say to calm her down?

What information would you ask Mrs Johnson

in order to resolve the problem?

During the conversation, you realise that your

computer records show, that Mrs Johnson
has been debited for the ordered item twice,
how would you explain this to Mrs Johnson?

Mrs Johnson is concerned that her sons

present will not arrive in time to be posted to
him. What would you suggest you could do to
help?
Mrs Johnson is happy with your solution.
What information do you need in order to do
this?

The matter has been resolved and Mrs

Johnson appears happy. What would you say
to end the call?

If you are unsure of how to deal with any

situation, what would you do?