Telephone Role Play Exercises: Your Views

Truegho

Having just failed yet another telephone role play exercise for a Customer Service position, I would just like to ask you all this: what do YOU think of these exercises? Do you think they are easy to pass? Do you think employers place too much reliance on them to select job candidates? Do you HATE them as much as I do?

The most annoying thing about my latest telephone role play exercise is that I spent all morning at the employer's offices doing a three-part assessment (parts 1 and 2 were simple English/grammar tests), filling in forms, and generally having my hopes built up that I would be starting work for them tomorrow. However . . . as I failed the telephone role play exercise, it was a case of, bye bye, nice knowing you.

dizzyrascal

What is the company about? Is it sales, customer service, what job are you going for? Think about how you as the customer would like to be treated. What would make you recommend the company to others (as a customer). What would make the phone call a positive experience for the customer?
If you have a complaint, are you being listened to by the person on the end of the phone? Did you recognize when you needed to refer the call?
Surely it is just the same as showing you have good communication skills? Ask yourself how clear you were, did you sound knowledgeable and confident?
If not, you can practice these scenarios with your friends or family, get them to talk about bad experiences they have had/complaints they have made.