Interactive Customer Service Training

Interactive customer service training allows managers to both train employees in good customer service practices and assess employees' level of comfort and knowledge in handling customer service interactions.

Role-Playing

Customer service training that implements role-playing presents employees with real-world scenarios. Assign employees the role of customer service representative and customer, and role-play common customer service interactions, such as a merchandise return, questions about products and services, and the dissatisfied customer. Encourage all employees to discuss what went well and opportunities for improvement in the scenario afterward.

Secret Shoppers

Employing a customer service trainer unknown to your employees who is willing to act as a "secret shopper" is a tried-and-true training method. This allows the trainer to interact with employees to assess the level of customer service your organization is providing, then instruct employees in ways to improve customer experiences based upon the findings of the "secret shopping."

Discussion

Discussion sessions pose opportunities for quick interactive customer service training during regular staff meetings. Distribute information about aspects of customer service several days before a meeting, and during the meeting, ask questions pertaining to the materials to solicit discussion from employees.

References

• Gaebler: Customer Service Role Play Examples
• "The Big Book of Customer Service Training Games"; Peggy Carlaw, Vasudha Kathleen Deming; 1998

Resources

• "The Big Book of Customer Service Training Games"; Peggy Carlaw, Vasudha Kathleen Deming; 1998