Specific Cases are given during the conference. This case will be an interactive role‐play scenario will be given based on customer service in the technical field.
Desk Help is an ‘Individual Objective Test and Role Play Event’. This event consists of two parts, an objective test, and an individual role play. A 60‐minute objective test will be administered onsite at the NLC.
Desk Help is a Team or Individual event.
Two 4” x 6” note cards will be provided to each competitor and may be used during event preparation and performance. Information may be written on both sides of the note cards. Note cards willbecollected following thepresentation.
No additional reference materials allowed.
Individuals should introduce themselves, describe the situation, make their recommendations, and summarize
All questions raised in the case must be
addressed during the presentation.
Turn off electronic devices.
Objective test scores will be used to break a tie.
Final performances are not open to
conference attendees.Preparation time: 10 minutes
Performance time: 5 minutes
1. Identify considerations for effective use of email communication.
2. Explain techniques for cross cultural communication.
3. Identify the impacts of language barriers when communicating with customers.
4. Identify options used for language assistance and explain when to obtain assistance when supporting a customer whose primary language is different than your own.
5. Define emotional intelligence and explain why emotional intelligence is important to the role of a CSR.
6. Describe an emotional hijack and explain the impact of an emotional hijack on self and customers.
7. Explain the principles and benefits of active listening.
8. Define paraphrasing.
9. Identify barriers of active listening.
10. Describe how to match a customer’s communication style and the importance of doing so.
11. List the steps of the communication process.
12. Explain the difference between deductive reasoning and inductive reasoning.
13. Explain the difference between open-ended and closed-ending questioning.