It is dangerous to make customer service mistakes. These mistakes can cost you money. Poor customer experience can result in consumers abandoning intended purchases, which can translate into more than $62 billion in lost sales annually in the United States, according to a report by Forrester. A strong relationship with customers begins with great support. To make your customer service great, teach your team how to handle possible customer service scenarios.
The magic answer or solution is hard to find in customer service scenarios. Fortunately, most of them are repetitive and fall into a limited number of categories. Role-playing is the most effective method when you need to train call scenario new employees or provide continuous professional development. The purpose of this article is to share some of the most common role-playing scenarios and provide information on how to move customer service training online with spring Suite.
Role-Playing Call Scenarios: What Are They?
It is a scenario in which two or more people act out specific roles. The senior member of your company (e.g., manager, supervisor) or learning & development representative will act as a disgruntled customer, and your employees will come up with a solution on-the-spot. The trainer will be able to bridge knowledge gaps and point them in the right direction based on their responses.
When onboarding a new employee, company owners, and hiring managers can also use role-play scenarios to determine how a new employee would approach typical situations. Let them imagine what they would do in that situation. You’ll know from their response whether they’re a good fit, whether they’re knowledgeable and experienced, or whether you should pass on them.
Role-playing: How to Use It
Check out this 5-step guide if you want to add role-play activities to your training sessions but don’t know where to start:
Introduce The Problem
Role-playing can be about everyday situations or unusual cases, depending on the goals you set. Introduce the topic to the participants in a classroom or any other training location before you start your role-play. Provide participants with instructions on how to participate. Also, convey your reasons for addressing the issue, the goal of the role-play, and your hopes by the end of the session, and allow trainees to discuss the issue to get them warmed up.
After you have finished the introduction, provide trainees with background information, more details about the issue, the Scenario, and the steps to take during the role-play. Ensure that you give enough details about the imaginary situation to make it feel as real as possible.
You should introduce the characters involved and let trainees know their roles. If you act out the impatient customer scenario, you will play two roles on different sides of the argument, such as a customer and a representative. Make sure trainees understand their role and their responsibilities.
Play Out a Scenario
where trainees act out roles while the rest of the class watches. Encourage your trainees to make the situations more intense gradually. An impatient customer might start calm but then get irritated and angry. This depends on the specific case, but it allows trainees to practice various social skills and situations, making the session more effective and more productive in real life.
Share Your Experience with Others
The role-play must be discussed with all participants, regardless of its outcome. If a person has trouble finding the right approach, invite trainees to analyze the reason, such as a lack of persuasion or too aggressive communication, and suggest different strategies. Discuss the factors that made the solution effective and possible alternative solutions. As a result, every participant in the training session should be listened to in order to achieve the best solutions for your company. Teamwork is an important element of this type of training.