Frontline Call Center Skills Simulation

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as; "relater", "director," and "thinker." This simulation is based on the series "Frontline Call Center Skills" and contains links to the following SkillSoft courses: CUST0112 and CUST0113.

Target Audience
Frontline personnel, team leaders, call center managers

Expected Duration (hours)
0.5

Lesson Objectives

Frontline Call Center Skills Simulation

using rapport-building techniques to enhance communication.

demonstrating effective adaptation to "thinker" personality types.

demonstrating effective adaptation to "relater" personality types.

demonstrating effective adaptation to "director" personality types.

using good telephone etiquette.

demonstrating effective techniques for maintaining control of the call.

demonstrating good listening skills.

demonstrating good problem-solving skills.

using leading questions appropriately to control the call.

using closed questions to maintain control of the call.

using open questions to enhance communication.

demonstrating effective measures to meet customer needs.

demonstrating effective techniques for dealing with an unhappy customer.

using good customer service techniques to ensure customer satisfaction.

Course Number:
CUST0110