Customer Service training - Telephone Etiquette Roleplay Cards and message pad template

This resource contains various phone call situations written on role play cards that occur at work. It also contains a set of blank cards for learners to make up their own scenarios as well as message pad templates. Learners can role play situations and practice their telephone answering skills.

It is important that the person answering the call uses correct telephone etiquette and takes down the message accurately.

They can be used as part of or a whole lesson on telephone etiquette, which is an important customer service skill.

Instructions:
1. Use the Word document to make any changes to the scenarios. Go straight to 2 if no changes are required.
2. Print out as many copies of page 3 as you need. (Will depend on number of pairs).
3. Cut out with scissors or guillotine
4. Page 5 contains phone message pads. Use them to take messages.

To do the activity, all you need is two students, one with paper and pen for taking a message. Have your students sit back to back so they cannot use non-verbal cues to understand what their partner is saying. That way the role-play will be more like a real telephone conversation.

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