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Telephone DoctorTelephone Doctor
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
    • SoftSkillsU – Small Biz eLearning
    • DVD Training
  • Keynotes / Workshops
    • Virtual Keynotes & Workshops
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    • Contact Us

Customer Service Simulation Training

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

The ServiceSimssm 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
Request Free Demo Code

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!
Get a Demo Code to Tour ServiceSkills! CLICK HERE

CUSTOMER SERVICE TRAINING EXPERTS:

Contact Info:

  • Telephone Doctor Customer Service Training
  • 800.882.9911
  • info@telephonedoctor.com

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