Micro Scooter have experienced significant growth over the last 11 years, successfully expanding their target markets to include a broad spectrum of end users. Their challenge now is to make sure that their high performing customer support services keep pace with that growth.
While quality products and service remain key, the nature of customer enquiries has subtly changed over time; management became aware that they needed to equip their customer services teams with appropriate skills to address the shift in typical enquires and have the tools to address any complaints positively and professionally.
Not only that, they need to set a solid customer service platform for best practice, from which the team can continue to expand.
RoleplayUK developed a one day learning programme to demonstrate and engage learners in effective communication. By creating an agile and adaptable training format, Micro Scooter were able to incorporate a high level of cross functional peer learning and a platform to celebrate and support team successes. Using life-like simulations, hot seating and realplay sessions, participants experienced, and could importantly practise the soft skills required to interact more effectively and embed their challenging conversations learning.
Both the facilitator and skills coach were able to deliver detailed behavioural feedback to the participants, ensuring they were fully engaged in the interactive learning experience.
The training successfully enhanced the customer services team’s confidence to negotiate with customers and share good practice within colleagues. RoleplayUK have since returned to support further change initiatives, and micro-scooter are now looking into extending training to their sales and marketing teams.
“The session was pitched perfectly, and whilst the team had no real idea what to expect on the day it really had a punch from the very beginning. It was totally relevant, felt very real and immediately helped the team relax and feel able to get involved.”
Julia Easter – Micro Scooter, Customer Services Manager
