A learn by doing approach

The demand for proficiency in communication skills is on the rise and there has not been a practical approach to provide training for these needed skills until now.  These important skills and their practical application can now be taught with our comprehensive interactive communication and customer service training simulations.

The Missing Link in Today’s Education

With the advent of the Internet, various gaming consoles, the smart phone revolution and texting, individuals are failing to identify, to learn, and to implement even the most rudimentary skills for effective communication and quality customer service.  These skills which, at one time, were a natural progression in the learning cycle, have been hindered by technological advances and computer automation.  The advent of social media has only amplified these negative effects of poor communication and customer service skills. Worst yet, the majority of accredited programs fail to address them.  It is important that customer service and communication skills be taught regularly as part of a balanced curriculum.  To address this need, we have developed an innovative solution. Through interactive simulation training your students acquire the skills and general knowledge related to customer service and communication, all from the confines of your classroom.  The growing awareness of the importance of these skills is rapidly causing business and industry to prequalify candidates for employment.  Routine hires are chosen not only for the credentials acquired through educational institutions, but a growing emphasis is being placed on the customer service skills and experience they possess.

Consider some of the most recent statistics for customer service in today’s industry;

86% of consumers quit doing business with a company because of a bad customer experience (up from 59% just 4 years ago).  Source: Harris Interactive, Customer Experience Impact Report

91% of customers unhappy with poor customer service will not willingly return.  Source: Lee Resource Inc.

It takes 12 positive service experiences to make up for one negative experience.  Source: “Understanding Customers” by Ruby Newell-Legner

An unsatisfied consumer will tell between 9 and 15 people about their experience.  About 13% of unsatisfied customers will tell more than 20 people.  Source: White House Office of Consumer Affairs, Washington, DC

Simulation training is a vehicle to provide students on the job training in a controlled environment without jeopardizing customer relations.  It is the process of turning the knowledge your students have acquired into experience within a protected environment.

Regardless of the discipline or career that your students have chosen, their exposure to and experience with customer service is becoming important in the hiring process.

Customer service training simulations can be implemented into your organization as a lab or as part of a larger program.  With this training, your students acquire key knowledge and the practical experience  improving their viability in the hiring process.

To learn more about CRMT Solutions interactive customer service simulations, click the button below.

learning through interactive simulations

The Symphony suite of  interactive customer service training software consists of two modules, a Student Training Module called Orchestra and an Instructor’s Administration Module called Conductor.

ORCHESTRA:  The Student training Module

Orchestra is an interactive simulation where the student plays the part of a customer service representative at a call center workstation. The simulation contains all the components of an actual call such as audio responses, data entry and navigation through various program fields. The Student is lead through 5 training modes in each lesson. Their participation progressively increases in each mode until they are handling the entire call in the solo mode of the simulation.

This step by step approach helps ease students into the required multitasking and communication skills required to professionally handle a customer service call. Students are guided through each step with audio and written instructions, helpful hints and function help keys.

The 5 steps in each simulation are:

1.  Observe mode. Student listens to the caller as well as the appropriate responses from the customer service rep while observing the required data entry and navigation throughout the call.  This is the first step to help familiarize the student with the flow of the call without the pressure to perform any of the functions.

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2.  Instruct mode. Student listens and watches, as in the observation mode, but is prompted to the appropriate responses with visual guides and instructional prompts.   This will help reinforce all of the steps that the student will be required to complete as the simulation progresses.

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3.  Converse mode. Student takes charge of the call by participating in the verbal responses necessary to complete the call. No data input is required, that portion of the call is being handled for them by the simulation. The audio response files are saved for the end of the call where the students review and evaluate themselves based on six criteria of effective communication.

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4.  Data Entry mode. Student participates by performing all required data entry and navigation portions of the call.  The student will not be responsible for the verbal responses.

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5.  Solo Mode. Student is required to perform all the verbal, navigation and data entry responses required to successfully compete the call.  All voice responses and data entry inputs are recorded for instructor evaluation and grading.

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The Orchestra suite provides multiple variations of different call types with helpful tips and guidance along the way.

CONDUCTOR:  The Instructor’s Module.

This module is for the instructor of training.   No special training is required of the instructor to score the simulation. The Instructor is provided with automatically graded data entry inputs from each lesson and the audio files to evaluate.   The Instructor is provided with useful criteria to help grade the subjective audio portion of each lesson. After evaluating the students audio responses a final score card is created. This module also contains administrative tools required to manage the class.

where everybody wins, everytime!

How To Get Started With Symphony

We are so confident that we can implement a successful program that we are willing to offer a full software installation  in your lab or classroom at no cost.  The Symphony suite contains both administration and student modules and will provide you with an immediate improvement in your curriculum.   The product is set up on a subscription basis for the students; they purchase individual use licenses directly from you.  Academic Institutions purchase licenses for students from CRMT Solutions.   To create an additional revenue stream,  pricing for student licenses can be adjusted to reflect a markup benefitting your institution.

There is no financial obligation on your part; the costs of the software and installation are covered by the student license fees.  This pricing structure eliminates the financial risk involved in setting up the program.

Our Symphony suite of software is an interactive customer service training simulator.

Enhances core curriculum and student development by providing skills not currently addressed.

Software, installation, and support are provided at no cost to the academic institution eliminating the cost barrier for implementation.

Licences are purchased by students on a subscription basis.

Easy setup and prompt program implementation to meet your schedule.

no upfront costs. Instant results!

Thank you for your interest in our products.

For more information or to schedule an installation at your facility, please fill out the submission form below or you may contact us via phone or email.

Our office hours are 7am to 5pm Mon-Fri, PST.

CRMT Solutions
3120 S. Grand Blvd. #8526
Spokane WA. 99203

Email: Info@crmtsolutions.com

Phone: 509-731-3170