Looking for a short exercise that can reinforce the messages behind good and bad customer service skills. Mostly the contact is via the telephone, so any information about telephone communication skills is also very welcome.
Hope someone out there can help me with this.....
Darren Toms
4 Responses
customer service skills
My agency have looked at both Skillsarena and Qwiz who both provide testing software for customer service. Qwiz.com and Skillsarena.com
contact
Darren,
Provide me with your mail address and I’ll send you some information.
Cheers
Lisa
Demonstration
Why not get some actors to make some audio tapes for you, based on service received via the telephone. You could script out some scenarios and get them to play out the roles. These tapes could then be [played in the training room and participants asked to highlight what was good / bad. Alternatively give the participants the briefs and get them to role play them live, whilst recording the telephone conversations. playback could be the start of the review process.
Be careful though in using poor customer service as a model for making people more effective, it doesn’t always deliver the desired results.
Arian Associates Ltd
Darren
Provide an email address and we’ll send you a freebie on Telephone Sales