You work for the company Fire A-Way, a fantastic company offering fire safety and fire prevention. Customer Experience is our highest value. So, whether you work in the contact center or in one of our local stores, the customer experience has to be first-class every single time.
However, there’s a hitch. Owing to a number of technical issues our deliveries are behind, customers were unable to get hold of us and some customers have received the wrong products. In brief, at the moment our customers are far from happy. Quite the opposite: they have started firing off a barrage of complaints to our contact center and in our stores.
Are we able to repair the customer relationship without making false promises? Do we have the necessary skills to communicate a difficult message? Can we make our customers even happier than before by dealing with their responses in a super professional and customer-friendly way? Or are we simply going to lose business because customers start spreading negative publicity or even walk away from us?
In this up-tempo, fun, challenging and instructive DOING game you really get going and you will have to dig deep into your communication skills. You are literally given, drip-by-drip, the necessary baggage. Afterwards you will draw more enjoyment from dealing with complaints and negative messages and, on top, your customers will REALLY be able to tell the difference.
Time for feedback
Each round is followed by a moment of reflection in which we exchange feedback, spot opportunities and draw our conclusions. Once you have played this game, your clients and prospects no longer hold any secrets for you. You are more successful as a sales person and quite simply, you get a lot more pleasure out of your job.
Learning goals for Fire A-Way
To deal with complaints in a professional and customer-friendly way;
Be able to communicate a difficult message or a ‘no’ message in an efficient and customer-friendly manner;
Insight in the conversation structure for dealing with complaints and communicating difficult messages;
Learn to recognize and deal with implicit complaints;
Know how to turn a complaint into an opportunity;
Gain an insight into and awareness of the importance of good complaint resolution;
Remain in charge of a conversation without deviating from our own proposal and point of view;
Discover how you can say no without entering into a discussion;
Learn how to deal with the imbalance between emotions and content when it comes to complaints and difficult messages;
Resolve complaints in a personal manner without causing stress for yourself;
Avoid behavior that elicits resistance;
How to handle customer compliments.
This game is suitable for any organization, either profit or non-profit. The only pre-requisite is the will to support managers in the right way, to optimize employee satisfaction and improve the results of the business.
As a kick-off or sum-up of a particular trajectory;
Stand-alone business game used in training;
As part of a training course or training pathway;
As a team building activity with a message, used at a corporate day out, for example.