How It Works
This simulation is quick, and easy to use and understand. We made the conscious decision to target actions that could be taken by any customer service person, regardless of their level in the organization. The tool deals specifically with one-on-one customer service interaction. This type of interaction is the crux of a customer service representative's job.
People in organizations from retail to government agencies are all talking about - and try to consider - the customer. Why? According to Whiteley (1991), customer service is often the key competitive difference between the successful organization and the unsuccessful one. In an era of fierce competition, where products and services look increasingly alike, and are copied at a dizzying speed, customer service becomes the distinguishing factor.
The organizations that succeed today are those that have developed the capacity to truly know what customers want. In this demanding environment, the role of the customer service representative takes on increasing significance. It is those employees - who interact day after day with customers - who represent organization in the customers' eyes. They form the vital link to the customer, becoming a means by which the organization can build lasting customer relationships.
As the prominence of customer service in organizations has increased, so has the need for customer service training. Our own customers were telling us that they had a need for more customer service training tools. But the time and depth of the training varied greatly. Sometimes customer service training took place over two days, sometimes at a one-day seminar, and sometimes in an hour stolen from the middle of the day. What trainers needed was the flexibility of a learning tool that could be administered under a variety of circumstances. We developed Put Customers First with these needs in mind.
Introduction: 5 minutes
Simulation: 20 minutes
Scoring: 5 minutes
Discussion: 20 to 30 minutes
What to Order
Order one facilitator guide per facilitator and one participant guide per participant.
Eileen M. Russo, Ph.D. is former vice president of research and development for HRDQ. She has a Ph.D. in social psychology with a minor in organizational behavior and an MS in social psychology from the University of Pittsburgh. Dr. Russo has a BA in psychology from Fairfield University. Her work includes research in social influence, group behavior, decision making, and perceptions of control at work. As vice president of research and development, she was responsible for overseeing the development of HRDQ products.