Mastering the Impossible Customer Challenge

Elmrabti·

Communication

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At a Glance

SubjectCommunication

Original Prompt

Fun Oral Activity – “The Impossible Customer”I want cards pleaaaase Cette activité marche très bien en BTS, car ils aiment jouer des rôles. Step 1 – Role Cards Un étudiant joue the sales assistant Un autre joue the customer Le client tire une situation drôle ou difficile. Examples: Customer card 1 You are in a shop. You bought a T-shirt yesterday but now you want a refund because your friend doesn’t like the colour. Customer card 2 You want a product that does not exist in the shop. Cus...

This learning resource is designed to equip students with essential professional communication and conflict resolution skills. The primary objective is for students to demonstrate their ability to handle challenging customer interactions effectively using structured soft skills and ready-to-use phrases. It introduces the Golden Rule of Communication, emphasizing the importance of actively listening, empathizing, offering solutions, and maintaining politeness throughout interactions. The resource includes a comprehensive interaction flow and a cheat sheet of useful phrases tailored to various stages of customer engagement, such as greetings, needs analysis, presenting solutions, managing complaints, and closing dialogues. Additionally, it features an improvisational activity with 'Impossible Customer Prompt Cards' for role-playing various challenging customer scenarios, encouraging students to put their communication skills into practice in a professional retail environment. The section also incorporates a peer assessment scorecard allowing observers to evaluate professionalism, communication quality, and problem-solving during practice sessions.