A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie's language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customers unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
Key Learning Points
- Avoid slang - use proper language
- Be patient with accents, unfamiliar terms
- Speak slowly, clearly
- Respect and appreciate the customer’s effort to learn your language
- Reframe and seek alternates to barriers