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Scenario: A customer has called asking aboout IELTSpreparation course, she is applying for immigration to Canada. She is a working mum that has very unflexible schedule. She is registered for an IELTSexam with BC. Try to identify her needs and offer her the best option available.

Role Card A: Call centre agent

Role Card B: Customer

Role C: Observer - take notes and find out 3 questioning techiniques used by the agent

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Case: Customer visiting your office looking for learning English with the British Council and during you discussion, customer showed concern around our course prices compared to other learning institutes.

Role A: Customer Service who would need positively to handle the customer concern and to be turned positively to acceptance.

Role B: Customer , present how much would need to learn with BC but against paying that big amount due to other commitments.

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Scenario:  Abdullah wants to learn English so that he can socialise with his english speaking university friends.  Abdullah has finished his consultation and has been tested at Pre.Int 1.

Role A: Abdullah is hesitant to pay and has taken a long time with the consultant already.

Role B: CS to list all the benefits to Abdullah and convice him that the course will meet his needs.

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Scenario:

Role A: CS staff member

Role B: Customer

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Set time limits
monitor participants at all times
confiscate distracting devices
re-group regularly
get feedback from all participants after each activity
re-centre room (i.e. switch off projector, don't always stand at the front)
Always have participants decide something
keep participants on their toes

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https://docs.google.com/document/d/1BFmrUF5b0NNhIiV0JhBFH8C_guyg37L1NgpdgjtjKOA/edit?usp=sharing