Directions: 

Break the class up into four groups. Assign each group one of the jobs on the Who Are Your Customers Role-Play Exercise and one of the jobs in the Customer Profitability Case Study. Ask each group to come up with as many applicable customer service measurements as they can for their two assigned jobs.

Phone Representative for a Newspaper
Assembly Line
File Clerk
Bank Sales Representative
Telemarketer
Junior Web Designer
Travel Agency
Pipe Packaging
Inspecting Pipe
Moving Pipe
Adjusting Machines