Customer Service Island: Interactive Class Activities for Service Excellence by gobein selva

GROUP 1: Scenario 1 – Chatty Student in Office

gobein016 — 2025-08-03 15:09:25 UTC

Context (Internal):
A student visits the Student Affairs Office to ask about scholarship renewal but keeps chatting about unrelated personal matters.

Goal: Show empathy and maintain rapport, but gently steer the conversation back to the purpose so you can assist efficiently.

Time: 10 minutes

GROUP 2: Scenario 2 – Upset Parent at Finance Office

gobein016 — 2025-08-03 15:09:25 UTC

Context (External):
A parent is upset about an unexpected late payment fee for tuition. They are raising their voice in front of other parents and students.

Goal: Stay calm, listen actively, explain the policy, and find a professional resolution.

Time: 10 minutes

GROUP 1: Scenario 3 – Confused New Lecturer

gobein016 — 2025-08-03 15:16:44 UTC

Context (Internal):
A newly hired lecturer is confused about the process for booking lecture halls.

They’ve asked the same question multiple times in different emails.

Goal: Respond clearly, patiently, and provide a step-by-step guide so they feel supported.

Time: 10 minutes

GROUP 2: Scenario 4 – VIP Guest from Partner University

gobein016 — 2025-08-03 15:18:52 UTC

Context (External):
A VIP delegation from a partner university arrives 1 hour early. The driver’s car breaks down, the MoU documents aren’t printed, the campus gate is closed for maintenance, the MC is absent, and their translator is delayed. The guests speak limited English and are already en route.

Goal:
Swiftly arrange alternative transport, organise a proper welcome despite staffing and venue issues, fix the missing documents, overcome the language barrier, and maintain a professional, seamless experience for the VIPs.

Time: 10 minutes

GROUP 2: Scenario 2

gobein016 — 2025-08-03 15:25:05 UTC

Group 2: Scenario 4

gobein016 — 2025-08-03 15:25:21 UTC