Frontline Call Center Skills Simulation

Overview/Description
 This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director," and "thinker." This simulation is based on the series "Frontline Call Center Skills" and contains links to the following SkillSoft courses: CUST0112 and CUST0113.

Target Audience
 Frontline personnel, team leaders, call center managers

Expected Duration
0.5 hours

Lesson Objectives:

Frontline Call Center Skills Simulation

  • using rapport-building techniques to enhance communication.
  • demonstrating effective adaptation to "thinker" personality types.
  • demonstrating effective adaptation to "relater" personality types.
  • demonstrating effective adaptation to "director" personality types.
  • using good telephone etiquette.
  • demonstrating effective techniques for maintaining control of the call.
  • demonstrating good listening skills.
  • demonstrating good problem-solving skills.
  • using leading questions appropriately to control the call.
  • using closed questions to maintain control of the call.
  • using open questions to enhance communication.
  • demonstrating effective measures to meet customer needs.
  • demonstrating effective techniques for dealing with an unhappy customer.
  • using good customer service techniques to ensure customer satisfaction.

    • Course Number: CUST0110