customer SERVICE (Collegiate)

Customer Service provides members with an opportunity to develop and demonstrate skills in interacting with internal and external clients to provide an outstanding customer service experience. The competitor engages clients in conversations regarding products, handles inquiries, and solves problems. This competitive event consists of a role-play scenario.

Event Overview

Event Type: Individual 
Event Category: Role Play
Event Elements: Interactive Role Play
Role Play Time: 10-minute preparation time, 5-minute presentation time
Career Cluster Framework Connection: Marketing & Sales
NACE Competency Alignment: Career & Self-Development, Communication, Critical Thinking, Leadership, Professionalism

Items Competitor Must Provide: Sharpened pencil, Photo Identification, Conference-provided nametag, Attire that meets the Florida FBLA Dress Code

Items FBLA Provides: Two notecards and secret problem/scenario for preliminary and final role play

State

Eligibility

·         FBLA membership dues are paid by 11:59 pm Eastern Time on December 1 (or earlier date specified by District Director) of the current program year.
·         Members must be registered for the SLC and pay the state conference registration fee in order to participate in competitive events.
·         Members must stay within the official FBLA housing block of the official FBLA hotel to be eligible to compete.
·         Each district may be represented by participant(s) based on the Florida FBLA scaled quota system found on the Florida FBLA website.
·         Each member can only compete in one individual/team event and one chapter event (Community Service Project, Local Chapter Annual Business Report).
·         Identification: Competitors must present valid photo identification (physical) that matches the name on their conference name badge. Acceptable forms include a driver’s license, passport, state-issued ID, or school ID.
·         Each competitor must compete in all parts of an event for award eligibility.
·         If competitors are late for an objective test, they may be either disqualified or permitted to begin late with no extension of the time as scheduled.
·         If competitors are late for a presentation time, they may be disqualified or placed later in the schedule.  The decision is solely up to the judges.
·        Participants must adhere to the Florida FBLA dress code established by the Florida Board of Directors or they will not be permitted to participate in the competitive event.

Recognition

·         The number of competitors will determine the number of winners. The maximum number of winners for each competitive event is 4.

Event Administration

·         This event is two phases: a preliminary and final interactive role play. If there are fewer than 15 participants, the final round will be eliminated.

·         Preliminary Interactive Role Play Presentation

o   Preparation Time: 10 minutes
o   Presentation Time: 5 minutes (one-minute warning)
o   Question & Answer: None
o   Role Play Prompt

· Competitors will be provided with a single copy of a customer service–related scenario or problem at the beginning of their assigned preparation time. This copy may only be accessed within the designated preparation area.

o   Notecard Use

· Each competitor will receive two notecards for use during preparation and the presentation. Information may be written on both sides. Notecards will be collected after the role play.

o   Materials

· No technology, reference materials, visuals, or props may be used.

o   Interaction with Judges

· Judges may ask questions during the presentation as part of the interactive role play format.

o   Audience

· Role play presentations are closed to all conference attendees.

o   Confidentiality

· To maintain fairness, competitors must not discuss or share the role play scenario until the event concludes.

·         Final Interactive Role Play Details

The presentation guidelines outlined above will apply to the final presentation.

Scoring

·         The objective test scores will determine the finalists.
·         The final presentation scores will determine the winners.
·         Judges must break ties. All judging decisions are final. Results announced at the State Leadership Conference are considered official and will not be changed after the conclusion of the State Leadership Conference.

Recording of Presentations

·         No unauthorized audio or video recording devices will be allowed in any competitive event.
·         Participants in the events should be aware FBLA reserves the right to record any presentation for use in study or training materials.

Americans with Disabilities Act (ADA)

·         FBLA complies with the Americans with Disabilities Act (ADA) by providing reasonable accommodations for competitors. Accommodation requests must be submitted through the conference registration system by the official registration deadline. All requests will be reviewed, and additional documentation may be required to determine eligibility and appropriate support.

Penalty Points

·         Competitors may be disqualified if they violate the Competitive Event Guidelines or the Honor Code.

Electronic Devices

·         Unless approved as part of a documented accommodation, all cell phones, smartwatches, electronic devices, and headphones must be turned off and stored away before the competition begins. Visible devices during the event will be considered a violation of the FBLA Honor Code.

National

If you are competing on the National level, be sure to see the National guidelines at https://www.fbla.org/divisions/fbla/fbla-competitive-events/