Some of these scenarios can be quite hectic to deal with when they arise, and that’s where a little preparedness goes a long way. You may encounter these scenarios while working, or you may be quizzed on how you would handle them while interviewing for a new job. What are customer service scenarios?Ĭustomer service scenarios are difficult situations that you're likely to encounter as a support professional. They allow reps to have examples of what to say to customers in a tough situation but also give them the flexibility to adapt and add their own personality. This is where flexible responses - in lieu of pure scripts - can be quite useful. Given the variable nature of interacting with customers, however, it’s easy to see how support center champs can benefit from some forward-thinking in dealing with tough customer service scenarios. Includes Free Leader’s Guide, Quick Reference Guide, and Set of 24 Skill Cards for student use in participatory activities.Customer service should be a conversation rather than a cold, lifeless script. Built into the program are opportunities for your viewers to discuss and role-play conflict situations from their own lives.Ī self-relaxation audio CD featuring six different scripts with male and female narrators comes with the curriculum. Two group leaders are shown working with the students as they practice the anger management skills and relaxation procedures. Each video shows vignettes of adolescents dealing successfully and unsuccessfully with conflict situations, as well as scenes of actual group training sessions in which students discuss and role-play real life situations.
The program features three training videos: Takin’ It, Givin’ It, Workin’ It Out, that teach specific skills for controlling outbursts and achieving functional outcomes.
It engages students in cognitive exercises for learning to recognize and correct thinking errors that lead to dysfunctional behavior, active practice of social-behavioral skills through role-playing, and participation in progressive muscle relaxation exercises. The Real Deal is an easy-to-implement, “plug and play” program. Especially beneficial for working with tough-to-reach teens who have emotional and behavioral disorders,
This is a structured, video-based intervention for groups of six to eight students in middle or high school. Running Time: 118 minutes Preview this VideoĬognitive-Behavioral-Relaxation Techniques with Small Groups
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