Marie XhauflairMay 29, 2026
Role-Play: Because practice makes perfect
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Role-Play: Because practice makes perfect
Marie Xhauflair
Learn how learners can practice real-world conversations through role-play scenarios. This process provides instant feedback and allows for repeated practice to ensure confidence before actual customer interactions.
Role-Play: Because practice makes perfect
Marie Xhauflair
Learn how learners can practice real-world conversations through role-play scenarios. This process provides instant feedback and allows for repeated practice to ensure confidence before actual customer interactions.
Chapters
00:00
Importance of Practice
Discussing why practicing customer conversations leads to better confidence and preparation.
00:25
Setting Up Roleplay
00:45
Configuring Scenarios
01:15
Learner Experience
01:37
Reviewing Role-Play Feedback
Transcript
00:00
We all know that practice makes perfect, so how come we're not practicing more?
00:05
And here what I'm talking about is basically conversations with customers.
00:10
when we start practicing these, yeah, it can feel a bit awkward, at least at first.
00:15
However, when you're in the moment with a customer and you already had that practice, then you're a little bit more prepared and you're a whole lot more confident.
00:25
So that's why we developed Roleplay.
00:27
Let's set it up.
00:28
I'm in content activities and I'm going to create a new activity.
00:34
and I will select this roleplay tile.
00:38
I set it up like any other activity and for this one I'm going to do a role play on handling returns.
00:45
All right, Then I'm going to edit this slide see we have three scenarios.
00:49
First is upselling employee feedback and resolving customer conflict.
00:54
the scenario I'll pick is resolving customer conflict and the scenario context.
00:58
I can add additional context to make this role-play even more specific to your brand and what you want to convey.
01:04
I've prepared a scenario already.
01:06
A customer comes in claiming the suitcase they just bought just broke.
01:10
I apply it and I will immediately save, and publish it.
01:15
And we'll go to the learner side.
01:17
On the learner side I will go down to my activity handling returns.
01:24
And the learner immediately goes into role play.
01:28
And We'll have some interactions with the customer.
01:31
After a few minutes the scenario would end and then learners can review answers.
01:37
we have categorized this feedback into 4 so what happened, why it matters, how to improve and a tip.
01:44
Once they go through the the feedback they can try this scenario again so they can keep on practicing so when the real conversation's happening, they're not winging it.
01:57
They're not.
01:57
They already had the practice and as we said, practice makes perfect.
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