Excelling at Customer Service Simulation

Overview/Description
 You're a new customer service representative at Azimuth, a growing company specializing in global positioning systems (GPS) technology. You were hired to replace Jared, who left the company abruptly. As Jared's customers don't know that he left, be prepared for some surprised reactions when you start talking to his former accounts. This simulation is based on the "How to Excel at Customer Service" SkillSoft course series.

Target Audience
 Front line personnel, team leaders, customer service managers

Expected Duration
0.5 hours

Lesson Objectives:

Excelling at Customer Service Simulation

  • Avoiding confrontational language.
  • Being mentally prepared for service challenges.
  • Using proper telephone courtesy.
  • Respecting team members.
  • Accepting responsibility for your mistakes and moving forward.
  • Taking responsibility at the proper level.
  • Defusing an angry customer.
  • Telling the truth to customers and co-workers.
  • Seeking out the correct help when you need it.
  • Offering sincere and appropriate apologies.
  • Maintaining good relationships with your co-workers.
  • Actively listening to the customer.
  • Letting the customer know that you want to help.
  • Taking ownership of the problem and moving toward a solution.
  • Building positive personal relationships with the customer.

    • Course Number: CUST0100