Everyone has a role to play in a service match. A person's role in a service match is a set of behavioral patterns to be performed by players in order to achieve the objectives of the match effectively and efficiently. Most of the time, we expect service providers to play their roles well so that we can have a satisfying service encounter. Customers also need to play their part to facilitate smooth delivery of service.

An education and financial advisory service requires a medium or high level of client involvement:

1. Define your role as a customer in the service delivery process. Specifically, what skills, abilities or tasks should you perform?