Top 10 Scenarios & Sample Script for Customer Service Role Play

Customer service role play is a training exercise used to prepare service representatives for potential conversations with customers. It helps reps become familiar with common customer problems and questions, as well as how to handle situations when they don’t know how to respond. Role playing allows reps to practice and improve their communication skills, providing them with the confidence to handle real-time customer interactions effectively. Lets check these common scenarios with sample scripts that your reps can practice with.

Customer Service Role Play Scenarios

1. The customer calls, emails, or messages, your service team.

Customer interactions have to begin somewhere. A great introduction sets the tone for a positive customer experience. Always share your name, your company’s name, and ask for the customer’s name to establish a personal connection.

Customer Service Role Play Script:

Customer: “Hello?”
Support Rep: “Hi, this is (your name) from (company name). Before we get started, who do I have the pleasure of working with today?”

2. Customer asks a common service question

Common service questions are routine but should be treated with care and urgency. Provide detailed responses and guide the customer through troubleshooting steps, if necessary, to ensure a positive customer experience.

Customer Service Role Play Script:

Customer: “How do I install this product?”
Support Rep: “I’d be happy to help you install that product. But first, let me share this knowledge base article that can guide us through the installation process. I’ll walk us through this doc step-by-step so you can ask me any questions that you have along the way.”

3. Customer shares negative feedback about your product or brand

When receiving negative feedback, always empathize with the customer’s frustration and accept responsibility, even if the issue is not entirely your fault. Offer a solution or a plan to resolve the problem to maintain a positive relationship with the customer.

Customer Service Role Play Script:

Customer: “Your product is terrible. It’s overpriced and it doesn’t turn on every time I use it.”
Support Rep: “Thank you for this feedback. I understand how frustrating it can be to spend a lot of money on a product that doesn’t work consistently. The behavior you’re describing does sound unusual for that product, so if it’s okay with you, I’d like to walk us through some troubleshooting steps to see if we can diagnose the problem. My gut tells me it’s something we can fix, but if not, I’d be happy to offer another long-term solution.”

4. The customer requests a product, feature, or service that you don’t have.

Feature requests are common in customer service. Be honest with the customer about the limitations of your product and suggest alternative solutions when possible. Avoid pushing products to do things they’re not designed for to prevent future complications.

Customer Service Role Play Script:

Customer: “What do you mean your product doesn’t do this? Why did I buy a boat if I can’t drive it on land?”
Support Rep: “I hear you. I think it would be great if our boats could be driven on land as well as water. While we could outfit your boat with customized features that would allow you to convert it to a land vehicle, this, however, would come with additional costs and could jeopardize the integrity of your boat’s hull. In my experience, I’d recommend against this upgrade since our boats really perform their best in the water and this customization may end up costing you more in the future.”

5. The customer asks a question or has a problem that you don’t have a solution for.

When faced with questions you don’t have an immediate answer for, be honest with the customer. Let them know that you’ll follow up with them after researching the issue, even if you don’t find an immediate solution. Customers will appreciate the extra effort you put into resolving their problem.

Customer Service Role Play Script:

Customer: “How come every time I use your app, my phone shuts down after a few minutes?”
Support Rep: “Good question. Since there could be a few things causing that behavior, do you mind if I put you on a brief hold to look into this with my team?” Customer: “Sure.”
Support Rep: “Okay, I’ve run a few tests on my end and I haven’t been able to replicate the issue. I want to mindful of your time, though, so rather than keeping you on the line while I troubleshoot this, would you mind if I followed up with you via email and I can let you know just as soon as I find a solution?”

6. The customer purchases a faulty or incorrect product.

When a customer receives a faulty or incorrect product, apologize and take responsibility for the issue. Offer to provide a replacement or a refund, showing dedication to solving the problem and maintaining the customer’s loyalty.

Customer Service Role Play Script:

Customer: “Hi, I received this product yesterday, but when I opened it, it had a huge crack down the center of it. What are you going to do about this?”
Support Rep: “I am so sorry to hear that. My apologies that your product didn’t arrive as expected. I’d be happy to take care of this for you. Would you like me to ship a new one right now, or would you like to begin a refund instead?”

7. The customer needs to be transferred to another rep.

When transferring a customer to another team member, explain why the transfer is necessary and assure the customer that they’ll receive the best possible assistance. Make the handoff smooth to maintain customer satisfaction.

Customer Service Role Play Script:

Customer: “Hi, I was just on the phone with someone but the call was dropped. Can you help me with what we were working on?”
Support Rep: “I’d be more than happy to help. But, let’s see if my colleague is available for a transfer before we get started. Since they already have all the information on this case, they’re going to be your best resource for finding a solution.”

8. The customer wants to speak to a manager.

When a customer insists on speaking to a manager, remain calm, and follow your company’s protocol. If a manager is not available for a direct call, assure the customer that you’ll update the manager with the progress on their case.

Customer Service Role Play Script:

Customer: “This is unacceptable. I’d like to speak to your manager.”
Support Rep: “Of course. I’d be happy to connect you with a manager. However, with the way our team operates, there isn’t a manager available now to take your call. I can definitely reach out to my manager and set up a meeting, but it may take some time before I can connect you. In the meantime, I’d be happy to work with you on this issue and update my manager with the progress we make.”

9. The customer is delighted with their brand experience.

When dealing with a delighted customer, take the opportunity to encourage them to share their positive feedback. Let them know about feedback surveys or review opportunities to help generate customer loyalty for your brand.

Customer Service Role Play Script:

Customer: “Wow! Thank you so much. You’ve been a great help today.”
Support Rep: “Glad to hear it. And, if you’d like, please feel welcome to share that feedback via our survey triggered at the end of each (case/call). We would really appreciate it.”

10. The customer asks you to bend company policy.

Be firm in adhering to company policies, even if customers request exceptions. Explain why certain policies are in place and how they benefit both the company and the customer. Always prioritize maintaining a fair and consistent approach.

Customer Service Role Play Script:

Customer: “I just need you to tell me my account number and password. I don’t care what your company policy says. I’m in a hurry.”
Support Rep: “I understand your frustration and I want to get you that information as quickly as possible, but unfortunately, I can’t provide you with an account number or password at this time. While I certainly trust you are who you say you are, this policy is in place for the security of all our customers and without going through the required identification process, it would put your account at risk.”


The key is to communicate effectively, empathize with the customer, and find the best solution while adhering to company policies. Consistency and dedication to resolving customer issues will lead to a positive customer experience and loyalty.

Remember, role-playing is a powerful tool to build customer service skills and confidence among your representatives. By practicing different scenarios, your team can be better prepared to handle any customer interaction with grace and effectiveness.