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Customer Service Experience - Two Perspectives (#406)

A two part simulation in which learners experience customer service from both sides as the Customer and as a Customer Service Representative (CSR). 

Note: There are several scenarios that can be used for learners to be either the Customer or the Customer Service Representative.

Learning Objectives

  • Listening skills 
  • Responding to non-verbal cues 
  • Acknowledging feelings 
  • Maintaining professionalism 
  • Identifying issues 

Information for Learners

  • Part 1: You are a customer who needs to deal with a CSR to obtain goods or services. 
  • Part 2: You are a CSR who has to deal with an angry customer.

Simulation Details

Simulator Role(s)

  • Part 1: Customer Service Representative
  • part 2: Customer

Learner Role(s)

  • Part 1: Customer
  • Part 2: customer Service Representative


  • A variety of settings determined by the service noted in the scenario

Related Topics

  • Employment and Business
  • Placement preparation and Professional Development