Module Test:
- Participant listens to authentic scenarios with typical difficult customers. The recording will stop periodically and the participants will record their responses.
- Participants will read authentic emails from typical difficult customers. Participants will write their responses.
Response Sheet:
The participants will record their responses on an audio recorder. They will also type email responses on a computer.
Assessment Checklist:
(The standard job aid used in the library will be used to evaluate the participant’s responses):
- Did you assure the customer you are going to help?
- Did you restate the customer’s problem?
- Did you respond with empathy?
- Did you remain composed?
- Did you ask questions to get at the crux of the problem?
- Did you apologize?
- Did you explain what happened?
- Did you tell the customer what you are going to do to solve the problem?
- Did you focus on what you can do?
- Did you offer a best solution?
- Did you avoid assigning blame?
- Did you offer an alternative solution?
- Did you thank the customer for allowing you to make things right?
- Did you tell the customer what you will do to avoid future problems?
- Did you offer some sort of compensation or restitution?
- Did you review company policies and procedures?