“Fixing a Co-Worker’s Problem” focuses on the customer service task of service recovery, handling a customer who has had a bad service experience.
This 5-Step Simulation™ is for people who provide customer service on the phone or face to face. In this simulation, the learner has to work with an angry customer to fix a problem that a co-worker created for the customer. This simulation uses an internal IT help desk scenario, and can be modified to work for many different kinds of customer service situations.
This simulation requires a partner. The partner has information that the learner does not have.
Skills/Competencies Applied: Customer service, problem solving, service recovery.
Time: 30-45 minutes