Introduction
Working with upset customers is a challenge that high school students may face in various job settings. These customers might be angry, indecisive, rude, or unpleasant. Often, they are not upset with the individual assisting them but with the situation they are in. Fortunately, there are tips and strategies that students can utilize to handle upset customers effectively. By implementing Social-Emotional Learning principles, students can learn to remain calm, professional, and solution-focused, turning a negative situation into a positive one.
No-Prep Activity: Role-Playing Upset Customer Scenarios
This activity requires no preparation or materials and is designed to help students practice handling upset customers in real-life situations. Divide the class into pairs and assign one student to play the role of an upset customer and the other to play the role of an employee. Give the pairs a few minutes to improvise a scenario where the customer is upset about a situation, and the employee must use the strategies discussed to handle the situation effectively. Afterward, the students can switch roles and repeat the activity.
Discussion Questions
- Why is it important to remain calm and professional when dealing with an upset customer?
- How can actively listening to the customer help to resolve the situation?
- What are some techniques to help you focus on the solution rather than the problem when dealing with upset customers?
- How can you prevent taking a customer’s anger personally?
- What other strategies can be used to handle upset customers effectively?
Related Skills
Beyond handling upset customers, there are other relevant skills that students can develop to excel in the workplace. Some of these skills include:
- Effective communication
- Active listening
- Problem-solving
- Empathy and understanding
- Teamwork and collaboration
Next Steps
Are you interested in exploring more activities and resources to help your students develop valuable Social-Emotional Learning skills, such as handling upset customers? Sign up for free sample materials at Everyday Speech, which offers a wide range of materials designed to support educators in teaching these essential life skills.
