CUSTOMER SERVICE

Create two short re-enactments of customer service situations related to Information Technology. For each situation, there you will have both the role of customer and the role of service provider.

You have room to be creative, but your scenarios should be issues relating to something not working or a matter the user is needing help with.

Plan out the two scenarios. Include context for the problem and the nature of the service interaction. Focus on those directly related to the customer interaction.

Prepare a script for the scenarios. You do not have to have a word-for-word script that you follow, but you do need a sense of where the scenario is leading, what will happen next, and make choices that communicate your thoughts clearly. You definitely need a plan!

Create a short (1-2 pages), written document explaining the customer service approaches demonstrated specifically within your scenarios. Show how your group feels the video demonstrates these principles being used successfully.