Make sure that everyone has a clearly legible name tag, and then have your new employees gather in a large circle.Why play it: To improve agents’ abilities to speak comfortably and naturally ‘off script’, and resolve uncomfortable situations without compromising customer service. They score each other on how well they resolve the customer’s problem, how well they maintain control of the conversation, and their success in saving the customer’s experience. The challenge is to maintain a pleasant and professional tone while offering creative explanations to a repeatedly wrong customer.They randomly select cards from their respective stacks and use the information to act out their roles. On a separate set of cards, write down an equal number of problematic customer types (angers quickly, interrupts often, etc.).Write down several different problematic customer service scenarios (one per index card).Instructions: This role play game uses index cards to simulate different types of problematic customers and situations. It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. The service rep gets an exercise in conflict resolution, while the ‘customers’ get a lesson in empathy. Why play it: This is a useful exercise for both groups. After the role play, the rest of the group can give feedback, e.g., what the service rep could have done differently to minimize the damage.The performers are encouraged to be creative, especially the customers. The couples then perform their role play in front of the group.They might not be allowed to give a refund, for example, but are allowed to give away a voucher or a month of free service. They, too, have a goal – to calm down the customer and minimize the damage as much as possible. The service reps in Group B are tasked with resolving the situation.Also, they are given a goal, for example to get a full refund.
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