/>Working with a major force in the banking world as their preferred supplier, we support many of their training and assessment projects – and a good Customer Service ethos is key to this particular client.
For the Dealing with Complaints course, our teams of roleplayer facilitators worked with groups of branch staff all across the country to help prepare them for dealing with difficult customer experiences. Using a mixture of story telling, playlets and real life scenarios brought to the session by the participants themselves, the workshop used Forum Theatre style roleplay both in plenary and in smaller breakout groups to get the staff personally engaged in the experience. This allowed them to discuss, share experience and try out different methods to defuse, empathise, contain and manage a whole range of situations.
Our team played customers in a range of emotional states – calm, persistent, pedantic, frustrated, emotional, angry, aggressive – tailoring the challenge level to the needs of the individual and the group as appropriate.