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Activity Originally Created By: Scott Yamahata

Reactive/Proactive

Part of Lesson Plan: Demonstrating Effective Customer Service Skills

Activity Overview / Details

Students answer Question #4 from the "Intro to Customer Service" Handout:

In customer service, there are two roles representatives can take.  One is reactive and one is proactive.  The reactive role involves dealing with a situation when it develops, such as solving a customer's complaint.  A proactive role involves taking preventative action, such as introducing a product to meet a customer need.  Give a real-life example for both types of roles.

Students share answers in their group.  They come up with a skit to show an example of a reactive role and then one that shows a proactive role.  They can make up their own or choose one of the examples below:

Example #1:  A mother takes her children to a movie that's too mature for them and complains that they're bored and don't like the movie.  Role-play a reactive scenario and then a proactive scenario.

Example #2:  A husband and wife take their two children to Disneyland and stay in a hotel. They end up in a room next to one where there is a group of noisy college students, and the husband and wife come down to complain.  Role-play a reactive scenario and then a proactive scenario.

Example #3:  A young couple has entered your Italian Restaurant, where you are a waiter/waitress.  He's obviously trying to impress his date and orders expensive fish.  You know that many people have complained about the fish.  After it's been served, he calls you over to complain about his meal.  Role-play a reactive scenario and then a proactive scenario.

In each scenario, students make sure that they show the four good characteristics of Customer Service:

Good Product and Industry Knowledge
Friendliness
Knowledge of Customer Needs
Problem-Solving Skills

 

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Times

Time
60 Minutes