Customer Service Simulation Training

Customer Service Skills for CSRs, Service Staff & Call Center Agents

The ServiceSims^sm Series serves up 12 challenging experiential learning simulation situations. Viewers are then presented two distinct strategies for handling that challenging call. Your group will discuss and consider the merits of both choices. Each choices leads to a unique video outcome. Class participants are encouraged to articulate which path they advocate taking and more importantly, why?

After viewing the outcome, encourage your team to again discuss what went right or wrong. What personal experiences can they draw from which were similar to the challenging scene they watched? It’s valuable to view both outcome vignettes since there are learning opportunities in reviewing and discussing both the right and wrong choices.

This content is available at ServiceSkills.com.

Segment Topics:

Raging Bull – handling rude, angry & abusive callers
The Hangover – callers under the influence
Les Miserables – customers who don’t like your policies
Look Who’s Talking – customer who demand to tell you their life story
Reality Bites – delusional callers who refuse to be satisfied
Show Me The Money – customers who make unreasonable demands

Extremely Loud & Incredibly Close – callers with distractions and lots of background noise
Just the Facts, Ma’am – highly emotional callers who need extra empathy
Back to the Future – senior citizen callers who present unique challenges
The Terminator – customers who make threats against your company or reputation
Rules of Attraction – sexual harassment by a customer
Top Gun – customers who demand instant escalation to a supervisor

Give your team the tools to master these communication concepts:

4 steps to handle & defuse angry, upset and irate customers
Recognize & capture cross-selling opportunities
How to compose an effective customer service email
Business communication for phone, email, face-to-face & chat
How the power of attitude helps resolve challenging situations
Essential office etiquette & workplace manners strategies
Effectively managing differences between the generations
Replacing Five Forbidden Phrases® w/ Positive Alternatives
Best practices for email subject lines and address fields
Handling ethical dilemmas the moment they appear
The six cardinal rules of customer retention and loyalty
The importance of delivering Business Friendly℠ service
How to respect & communicate effectively with co-workers
Contrasts between passive, average & proactive service
6 ways to improve listening skills and deliver better service
The personal philosophies of six service superstars
How service after the sale builds customers for life
When to use open-ended, closed-ended, probing & echo questions
Deploying the Power of You during interviews & appraisals
Why bringing an ‘observable level of enthusiasm’ is so important
The distinction between features and benefits
To be truly sensitive and empathetic to customer needs
Management skills to better lead, coach and mentor others
How to conduct more effective & engaging meetings
Avoiding weak, wimpy words in business communication
The relationship between internal & external customer service
plus hundreds more skills, strategies & techniques!