When I was going through the obligatory training, classes for Adobes' support Techs, we did something similar to this, as an exercise. Now owing to the fact that I had come from another company and was a qualified support guy (not to be confused with the phone fodder, they had hired for the first tier support), it was very entertaining to watch these exercises.
What Adobe liked to do, was have one person, hold a jacket, and the other person had to tell them how to put, the jacket on their body. The participants had to act literally, to emphasize to the classes, the common problems, that arise, when someone assumes the person on the other end of the phone line understands what you are describing to them, and can execute the steps you proscribe, to reach a resolution to their problem.
This is a wonderfull, example of that practice.
