Customer Service Agent Skills Simulation

Overview/Description
 Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist in the company's central call center. This simulation is based on the SkillSoft series "Customer Service Agent Skills" and contains links to the following courses: CUST0151, CUST0152, and CUST0153.

Target Audience
 Customer service agents who are seeking to acquire new skills or to improve their current skills.

Expected Duration
0.5 hours

Lesson Objectives:

Customer Service Agent Skills Simulation

  • employing a personalized introduction.
  • coping with the controlling customer.
  • putting a customer on hold.
  • ranking call priority.
  • coping with the technical expert.
  • escalating the call.
  • coping with the outraged customer.
  • calculating call data.
  • coping with the threatening customer.
  • coping with the technical novice.
  • handling stress.

    • Course Number: CUST0150