“Customer Experience” within a Business Simulation Model
How can a culture of service excellence be established within our organization?
-Are traditional courses (without actual practice) for the customer service team sufficient to bring about a real change in awareness and behavior ?
Do your employees realize how important the quality of operations in the service provided is to retain customers (or do they really know that ?
Is the level of customer service likely to improve simply by superficial knowledge of the information, even if their behavior is negative ?
Through experience and practice, the participant will be able to be aware of the impact of his decisions that he will take and their direct and indirect consequences on the overall performance of the organization or project.
Business simulation has been developed to improve the customer experience in a new intelligent and highly realistic way that enhances the customer service infrastructure in the organization.
The way we work is by allowing the front-end customer service people (interviewing the audience) to discover in depth the importance and gravity of impressions of customer service that are even obsessive and completely non-negotiable.
And how their individual decisions and actions lead to influence the final outcome of the level of customer service quality and thus influence themselves, which links customer service directly to the basic performance associated with comprehensive awareness.
What distinguishes the training methodology from the Business Simulation Model (Board Game)?
Our methodology is unique in that it combines “learning by doing” techniques and “board-based” simulation through practice that are adapted to your customer service scenarios.
These techniques include videos, role-plays, still images, case studies, etc. that allow you to simulate your real-world customer service issues. Simulation allows you to simulate the key processes of your business and to assess the impact of different levels of service on the bottom line.
This unique model of learning ensures that not only do you provide knowledge and skills related to customer service, but that you simulate the key driver of awareness-based sense of responsibility, thus simulating performance measures based on your customer impressions.
It also ensures continuous improvement and remarkable maturity in dealings, procedures and services provided to customers as an inevitable result of raising awareness.