10 Questions
What are the components of the quick reference guide that each employee must compile?
Step-by-step protocol for initial customer response, list of temporary solutions and workarounds, frequently asked questions and their answers
What is the objective of the Case Study Analysis exercise?
To enhance analytical skills and learn from past service disruption events
What steps do employees need to take during the Case Study Analysis exercise?
Identify key issues, analyze response effectiveness, reflect on what was done well and what could be improved, discuss findings in small groups, propose alternative strategies, present analysis and recommendations
What is the purpose of simulating real-world experiences in the exercises?
To help employees better handle unexpected service disruptions and maintain high customer service standards
How do trainers contribute to the learning process in these exercises?
Review guides, provide feedback, lead discussions for peer review and further analysis
Understanding Service Disruption: What are the initial steps you should take when you become aware of a service disruption affecting Telstra customers? Describe how you would explain the situation to a customer who is experiencing service disruption for the first time. Communication Skills: How would you communicate with a frustrated customer during a service disruption to ensure they feel heard and supported? What key information should be included in your communication with customers during a disruption?
blank
What are the ______ steps you should take when you become aware of a service disruption affecting Telstra customers?
initial
How would you explain the situation to a customer who is experiencing service disruption for the first ______?
time
How would you communicate with a frustrated customer during a service disruption to ensure they feel ______ and supported?
heard
What key information should be included in your communication with customers during a ______?
disruption
This exercise involves pairs of employees engaging in real-time service disruption scenarios, with one playing the customer and the other the call center agent. Through this simulation, participants practice communication and problem-solving skills in resolving service-related issues.
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