Here are two things you can count on when scheduling customer service training.
Employees will be worried that the training includes role-playing.
Managers will be worried that the training doesn’t include role-playing.
Employees don’t like role-playing because it feels awkward and uncomfortable. Managers like role-playing because it provides hands-on practice. Many are convinced that role-playing helps their employees learn new skills inside and out. The bad news is it doesn’t work. The good news is there is an alternative training technique that does build skills through hands-on practice. And, unlike role-playing, employees actually enjoy it.
More on the alternative technique in just a moment. Let’s start with role-playing’s limitations.
Read it here.
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