OPC Assessment
Customer Service Face-to-Face Role Play Exercise B (CSRP FB)
Summary
| Type | Role Play Exercise |
| Training | Test User Occupational Ability (TUO-A) formerly known as Level A |
| Competencies |
|
| Job Roles |
|
| Series | Customer Service |
| Assessor Time | Approx. 35 minutes (Timed) |
Description
The face-to-face role play has two exercises that assess the application of customer service skills in a simulated direct customer interaction.
For both role play exercises the individual is presented with the same information about a travel company and the customer service role they are to fulfil. They must then manage a face-to-face interaction in real time.
Each role play takes around 10 minutes with some additional preparation time for the candidate. During the role play either the assessor or a third party takes the part of the customer, working to a clear script and guidelines. No acting ability is required.
Two Role Play Exercises are available:
- Exercise A: In this exercise a customer needs to find out certain information from the candidate.
- Exercise B: In this exercise an angry customer who feels let down by the service is demanding help and impossible action. It is particularly useful for candidates who will handle complaints or deal with customers who have problems.
Notes
- Materials for Exercise B include:
- administration instructions,
- candidate brief,
- supplementary information sheet,
- assessor role play & note taking form, and
- assessor rating form.
- OPC Assessment offers free bespoke norm groups (norms) to users of OPC Assessment tests.