I've worked on many customer service projects. This customer service curriculum consisted of a series of classroom instruction supported by an online component for skills practice. One, available below, is a "timed-game" course developed to support the Power Words and Danger Phrases lessons. The purpose of these courses was to have the learner practice listening to random staged client calls and identify power or danger phrases in a timely manner. This gaming course successfully supported the classroom training and was also an effective follow up training block for reinforcement. The second demo course below is titled The DISC Challenge and supported the DISC assessment that each learner participated in during the program. This particular gaming course was based on the Taking Flight DISC Assessment which signifies each of the DISC levels by bird type. The purpose of this course was to challenge the learner to listen to random client calls and identify which DISC bird-type the caller was. If answered correctly, a follow up question presented the learner with choices as to which would be the best way to communicate with this type of client. This gaming course was also successfully utilized as follow-up or reinforcement training for customer service skills.
At right is the look of the Customer Service Curriculum interface. Eleven classroom lessons were supported by a series of game-like courses for practice and reinforcement. There are full course versions below for the Danger Phrases Challenge and DISC Challenge courses.
The Danger Phrase Challenge is a "timing" game designed to challenge the learner to identify danger phrases during a conversation. The learner has only a few seconds to click and identify a danger phrase before "failing" and being prompted with feedback. This type of learning was an excellent source of customer service skills practice as it focused on listening skills.
click the image above to view a demo
The DISC Challenge was also developed to focus on the learner's listening skills. Here the learner is challenged with identifying the type of DISC-style bird the caller is, and then is required to choose the best way to communicate with this type of caller.
