Role Play Script on Serving Customer (C1 to C4)

Characters:
Candidate - IT Service Desk Support Specialist (ITSD)
Student A - Customer

Scenario: Customer enters Service Desk with his/her laptop.

C1 - Provide Quality Services

Examples
• Greeting Customers

• Apply the appropriate customer service skills when attending to customer

• Respond to customers’ queries

• Identify customers’ expectations accurately

C2 - Display professional image and etiquette

Examples
• Proper grooming, wearing lanyard

• Positive body language

• Cultivate Rapport

• People orientation

• Establish eye contact

C3 - Cultivate rapport with customers

Examples
• Display the correct techniques of building rapport with customers

• customer first mindset

C4 - Manage IT incidents, problems and assets

Examples
• Process end user's incident accurately

Character Dialogue Unit

ITSD Hello, good evening, sir, how may I help you? C3 - appropriate
tone, speed, volume

Customer Oh. Hello, good evening. There are some issues

with my laptop. Can you help me resolve it?
ITSD How may I address you, sir? C3 - building rapport
with customer
Customer I’m Shawn. (Looks at ISD’s name tag)

ITSD Let me look at your laptop, Mr. Shawn. C3 - customer first

mindset
Customer (On the Laptop, and login their account) C3 - customer first
mindset
Looking at the laptop

ITSD ………… to continue ……….

ITSD So Mr. Shawn, what type of problems are currently

occurring on your laptop.
Customer I’m a bit unsure but recently my laptop has been
turning on and off repeatedly. I have been dealing
with this problem for the past few days, and it is
infuriating as I am trying to submit my reports... I
hope that you will be able to fix it.
Customer Also, could you try to fix it as soon as possible? I
have many unfinished reports waiting to be
submitted.
ITSD I will look deeper into the problem; however, it may
take some time. So, I will appreciate your patience,
thank you!
Customer Okay (Reply with uncertainty)
ITSD 1 minute of analyzing
ITSD The main issue is due to troubles with the device's
memory, the laptop frequently shuts down and
restarts.
Customer What is causing all of these?
ITSD Data storage in DRAMs often requires continual
power and processor-based support. As a result,
when RAM holding happens during operating system
or boot file-based initialization, the computer may
crash.
ITSD The problem is minor and can be fixed. However, I
will need to do a factory reset, is that alright with
you?
Customer Yes, whatever it takes to fix it… but may I know the
conditions of doing this step?
ISTD During a factory reset, it will destroy all of the data
and programs on the laptop and restore it to its initial
state. I suggest you should backup all important files
before I reset your laptop.
Customer But I have many files to backup and my laptop keeps
on turning off. How am I supposed to do it without
any disruptions?
ITSD I can do it for you, however it will take 1 week to
save your files and properly fix this laptop.
Customer No, I told you I have reports to complete and it has
already been delayed. I need it to be fixed by the
end of today.
ISTD Mr. Shawn, I will try my best to get this fixed and
ensure it is working as per usual. Nonetheless, I can
only get it fixed by the following week. So, I need to
seek your patience. Do you have other devices you
can use for the time being?
Customer I don’t, that’s why I’m here asking for it to be fixed. I
need it urgently.
ITSD I have other customers’ laptops that need to be
fixed. Additionally, I can put you in top priority, but
there will be a small fee required. At most I can get it
fixed in 3 days. The small fee is about $20.
Customer $20 just to get it fixed within 3 days?! That is
daylight robbery. You already wasted enough time
analyzing the laptop. How much more time are you
going to waste? Forget it, I am going to a different
outlet.
ISTD Sir, I know you're upset about all of these but I am
doing the best I can to help you. I am already
making an exception to make you my top priority ,
while putting my other customers on hold. It would
mean so much just to pay that small fee.
Customer How about you decrease the small fee, let's say to
$15? and I will give you good feedback online.
ISTD I'm afraid I can't accept that sir. It goes against the
company policy, and I have already offered the best
and most efficient way. I will do everything in my
will to make your laptop brand new again.
Customer (sighs loudly)
Customer I’m already exhausted and I just want it to be fixed
ASAP. I don't want to keep delaying, I guess I will be
willing to pay the small fee.
ISTD Thank you Sir for your cooperation! Please leave
your number behind so that I can contact you the
first thing in the morning.
Customer Alright, thank you for the customer service.