I am looking to include role plays as part of a call centre training course for my company. The session should provide valuable feedback regarding telephone skills; good customer service, empathy, positive attitude, and imaginative handling of difficult situations. The role play is to form the test for the theory that will have formed the content of the course. If it were possible it should also allow me to identify strenghts in other areas, ie credit control, sales etc.
Can any one suggest methods/ scenarios/ ideas that will make the event worthwhile? If any one would like to share their experiences of both success and failure, I am sure it would be useful!
Molly
molly carey
3 Responses
Use Actors!
We’ve been thinking about your request and we imagine situations would include customers who are –
Angry/Complaining
Asking lots of Questions
Uncertain/confused
Straightforward
Talking too much/time wasting
In a hurry
We are also assuming that you will want to draw out competencies such as –
Listening skills
Initiative
Product knowledge
Questioning skills
Rapport
Responsiveness
Responsibility
We’d suggest using trained actors to enact the different customer characteristics. Valuable for numerous reasons – they have the skill to adopt different characters quickly and credibly, skilled at drawing out behaviours and adapting quickly to different people and situations – useful if you are looking at suitability for other roles within the business. This makes facilitation easier for you because you can focus entirely on observing behaviours.
We could go into this in more detail as we’ve used actors in many of our training programmes – one was recently reviewed in ‘Training’which I could send through to you. Email me if you need any more info on [email protected]
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