A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In part 1, Carlos is an experienced rep he knows the product backwards and forwards, and assumes everyone else does too. That's his fatal flaw: hes an unconscious competent: highly skilled, but doesn't realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn't know the product filling her with anxiety. So when Justine calls Carlos, hes frustrated and Justine receives no useful help. Carloss' co-worker Stacey, in contrast, is an unconscious incompetent: shes clueless and doesn't know it. So when a customer calls, she flippantly admits she doesn't how to help him making herself and the company look bad.
In part 2, Angela is an experienced rep, patient and helpful with those new to the product. Shes a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble which makes him anxious about his job and reputation. Angela is instantly aware of Warrens inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn't know the software, and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn't know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.
Key Learning Points
- Learn how to recognize the competency and skill of customers
- Learn how ecognize the competency and skill of co-workers
- Know when customers or co-workers are conscious – or unconscious - of their skill level
- Be better able to help customers, based on skill level
- Be better able to help co-workers, based on skill level