Business Services

Role plays

Working in pairs, act out the following situations in order to show your understanding of this competency.

You are the receptionist for a large car yard. A client rings and is extremely irate. His new car, which he picked up only the day before, will not start. After he gives you a tongue-lashing, he demands to speak to the general manager. Before putting him through, you explain the situation to your boss.
You receive a call asking for a former employee. The caller asks for that person’s home phone number as it is important that he contacts that person urgently. You explain the company policy regarding confidentiality but the caller is not satisfied. He asks to speak to your supervisor. You screen the call.
A caller has an urgent enquiry and the only person who can help is not available. You obtain the caller’s details and promise you will follow the matter up on his behalf. The person you need does not return to work that day. You phone the caller back to explain the situation. You follow it up the next day.
You are conducting an introductory lecture for new employees. You act out a situation where you receive a phone call from someone whose accent is difficult to understand.