Using customer service role-plays in a training module is very effective both for new staff and for existing customer service staff. New staff get an opportunity to practice your typical interactions and scenarios in an environment where they can try again to perfect their approach and skills. Existing staff can move back from running on automatic, to heighten awareness and refresh their core customer service skills. They gain great benefit from sharing tips and techniques for handling problem calls or challenging callers.

It is important to structure your training module to gain maximum benefit from the customer service role-plays. Each role-play should generate potential learning points for the person playing the part of the Customer, for the other team member playing the role of your member of staff and for other members of the group who are observing. However, the learning will only take place if -

1. They are all open to finding the learning points
2. They have a good de-brief at the end of the module.

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