It’s no secret that careers involving interactions with customers and clients can occur at times when those individuals are stressed and frustrated. Role playing in customer service training can be a powerful tool when it comes to building new skills and techniques to handle different customer types and difficult situations. Great instincts can be honed by practicing techniques proven in the real world.
Another great way to equip customer service representatives with the right tools for handling difficult situations is the use of stock phrases. Stock phrases can be described as “key” phrases that have proven effective in certain situations.
Click here for a few examples of stock phrases used here at Dexcomm
The benefits of using role playing and stock phrases in customer service training may be obvious but they are huge…happier customers and happier employees. Customers are happier because they feel a since of resolution, and employees are happier because they feel they have been successful in handling the difficult situation.
Here at Dexcomm we train our answering agents to "control the call". Controlling the call allows the agent to keep your caller focused while still providing compassionate call handling.