Role play is super awkward when you first do it (unless you did theatre sports at uni!). It's also one of the most effective ways to train because it gives your learners a chance to practice new techniques, without real world consequences. And when it comes to customer service - you often don't get a second chance!
That's why, even though it can be awkward, if you want to kick customer service goals, you need to be running regular roleplaying sessions.
Mark heads up the Sales team at Yarno. He loves to chat, which is fortunate because he’s very good at it. He's our digital Swiss Army Knife, always armed with a solution to any problem.
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Many companies outsource customer support overseas or they use a casual workforce - not at Basecamp. The past 5 years they've implemented 'Everyone on Support.'
Great customer service is much more than putting on a friendly face; it's about considering your product and/or services at every step from the perspective of the customer.