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customer scenarios energiser

Customer Scenarios – Free Energiser

Duration: 30 minutes

Intended for:

This free energiser will help to get your participants into the mindset of dealing with customer service situations, how they might handle different customer scenarios and their strategies for performing effectively.​

Training course contents:

A  set of instructions for the free energiser, ‘Customer Scenarios’ can be downloaded for free from the link at the bottom of this page. You can also see the full energiser instructions below.​​​


Flipchart paper and pens.


  1. Divide the participants into pairs.
  1. Give each pair a customer service scenario (e.g. handling a refund request, addressing a complaint, providing product information, etc.)
  1. Give the pairs 10 minutes to prepare a role-play of the scenario.
  1. After the 10 minutes are up, have each pair present their role-play to the group.
  1. Encourage the participants to ask questions and give feedback on the role-plays.

In Review

After all the groups have presented, discuss as a larger group, what strategies and techniques the groups used to handle the situation and what makes good customer service.

Ask the participants to write down any reminders this energiser has provided.


This energiser will get your participants thinking about how to handle different customer service scenarios, and how to provide good customer service. It will also give them an opportunity to practice and develop their communication and problem-solving skills which are important for success in customer service roles. It will also give them the opportunity to practice active listening and empathy, which are crucial skills in customer service.

Customer Scenarios – Free Energiser


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