This customer service role-play lesson/activity is a fun way to get students to problem solve common customer service scenarios. A website link is also available within the document to guide students on how each scenario should be handled.

This lesson introduces students to the concept of business policies, such as service policies, credit policies, price policies, etc. It will help them understand the importance of these policies, as well as how to explain them to customers. First, use the briefing (found in Task 1) to teach students about this concept. Then, ask your students to keep track of the policies they interpret for customers at their school-based enterprise or their jobs. Finally, lead the class in discussion of their findings. This briefing is one of many found in MBA Research Course Guides. To access these course guides, visit http://mbastatesconnection.mbaresearch.org.