Customer Service Role-Plays and Dialogues
10th February 2025
Today’s customer service landscape blends digital innovation with human interaction. This collection of role-play activities reflects modern scenarios across retail, service appointments, and phone communications:
Retail Scenarios: Navigate price discrepancies with electronic tags, check product availability for out-of-stock items, assist with store navigation, and handle delivery complaints.
Service Appointments: Schedule maintenance services, confirm time slots, and manage contact information verification.
Phone Communication: Practice professional complaints, availability inquiries, and solution-focused conversations.
The complete versions of the exercises below include: role play cues, audio files and multiple choice quizzes for each listening scenario. Of course, they also include the answers.
Multivitamins Price Error Role Play
In today’s world, the human touch (soft skills) in customer service remains irreplaceable. This role-play activity centers on a common retail scenario – price discrepancies – that bridges both digital and in-person shopping experiences. As stores increasingly use electronic price tags and scanning systems, mismatches between shelf prices and register charges have become more frequent.
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Air Conditioner Cleaning Appointment Role Play
Making appointments by phone remains an essential skill in today’s world. This role-play activity develops the precise language needed for successful scheduling conversations. Students practice key phrases for discussing time slots (“Are you available next Tuesday?”), providing contact details (“Let me confirm your phone number”), and exchanging service information (“The service takes about two hours”).
Smartphone Availability Enquiry Role Play (Out of Stock)
Product availability queries have become increasingly common in our supply chain-challenged world. This role-play puts you in both the customer’s and store clerk’s shoes when dealing with product availability issues. The conversation covers real situations we all face nowadays – like chip shortages affecting phone availability, comparing different models, and getting on notification lists for restocking. Whether you’re shopping or working in retail, these are some of the phrases you’ll need to handle these common situations smoothly.
Pharmacy Role Play – Blood Sugar Monitor (first time purchase)
Buying a new device for the first time involves more than just the purchase – it requires clear communication about how to use it. This role-play activity focuses on the interaction between a first-time buyer and a helpful staff member. Students practice essential vocabulary for asking about product features, requesting demonstrations, and confirming usage instructions.
Calling to Complain
Making a complaint effectively while maintaining professionalism is a valuable skill in any workplace.When something is delivered incorrectly, employees need to know how to handle the situation professionally. This role-play lets students practice both sides of the conversation – being the customer who needs to explain what went wrong, and being the customer service representative who needs to fix it.
Supermarket Enquiries Role Play
Lost in a supermarket? Not sure where to find things? This role-play helps you practice all those useful questions we need to ask when shopping – where things are, what time the store closes, whether they have certain products, and how much things cost.
Self Checkout Dialogue
Self-service checkouts have become an unavoidable part of modern shopping, yet they can be surprisingly challenging for many people. This activity explores the common scenario of navigating these digital interfaces through a realistic dialogue between a customer service bot and an elderly shopper. This exercise focuses on imperative commands and checkout vocabulary.