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.