Why Simulation Training?
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.