Managing Customer Relationships Simulation

Overview/Description
 You are the Customer Service Supervisor for Music House, a music warehouse that distributes compact discs, cassettes, and vinyl to the retail marketplace. Because the customer-service department at Music House is small, you'll be wearing many hats throughout the course of the simulation. On the front line, you'll be working with external customers to correct orders, offer technical support, and increase revenues by encouraging repeat business. You'll also be working with your coworkers and other internal customers to create a positive and efficient work environment that promotes cooperative goals and a sense of unity. This simulation is based on the SkillSoft series "Managing Customer Relationships" and has links to the following courses: CUST0121, CUST0123, CUST0124, CUST0125, and CUST0126.

Target Audience
 Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain.

Expected Duration
0.5 hours

Lesson Objectives:

Managing Customer Relationships Simulation

  • meeting customers' expectations.
  • communicating on the phone.
  • cashing in on complaints.
  • creating effective e-mail.
  • reversing customer dissatisfaction.
  • overcoming empowerment obstacles.
  • reinforcing excellent customer service behaviors.
  • providing feedback.
  • recovering customer emotions.
  • connecting with the customer.
  • finding a solution.
  • turning difficult customers into satisfied customers.
  • managing internal relationships.

    • Course Number: CUST0120