Today we continued the phone circus exercise we did yesterday. I did a few calls as a customer for the IT and delivery department for Berkmart. I also reversed the role as IT support and received several calls and processed the transactions using Square. The exercise got the easier this time around because we practiced it the day before.
We also did some role exercises rotating roles either as customer, employee or coach in a group of three people. Jacob provided the scenarios we worked on. It is not easy as it seems especially when a customer is distressed and you want to make it right. However, there are limits on what an employee can do and sometimes a customer walks away dissatisfied.
We continued the role play in front of the class which added a bit of nervousness on the people in the exercise.