Solutions
For jobs where the conversation decides the outcome
Situations and competencies are designed for each client. Here are five common uses.
- Situation
- Staff handle unhappy customers at service centers, stores or contact centers.
- What people practice
- Listening to the end and acknowledging the inconvenience
- Checking facts without jumping to a cause
- Explaining cost and time in plain words
- Offering options and promising a follow-up
- What you find out
- Check whether staff understand and apply the response standard.
- Situation
- Staff identify customer needs and recommend products at financial service counters or in stores.
- What people practice
- Asking questions that bring out unstated needs
- Explaining product terms accurately
- Answering objections with empathy and evidence
- Covering every required disclosure
- What you find out
- Assess product knowledge, recommendation skills and compliance together. Practice can be set up so learners choose a product line, a scenario and a customer type.
- Situation
- Managers hold one-on-ones with team members or give difficult feedback.
- What people practice
- Separating facts from judgments
- Asking for the other person's view first
- Agreeing on a specific next step
- What you find out
- Check whether managers apply what they learned in leadership training to actual conversations.
04
Onboarding and certification
- Situation
- Assess how well new hires handle customer conversations before they start work on the front line.
- What people practice
- Repeating the most common situations
- Taking a certification assessment before going on the floor
- What you find out
- Identify who meets the certification standard and who needs another attempt.
05
Dealer and partner training
- Situation
- Head office uses the same standard to manage service quality across dealers or partners nationwide.
- What people practice
- Completing the same scenarios anywhere in the country
- Comparing results by region and site
- What you find out
- Identify competency gaps at each site to set training priorities.
Shall we start with the standard?
In a demo we'll show you what kind of assessment your own service standards and training materials can support.