Resources :: Training & Development

Members of George Mason University can use a free online training resource called Skillport. The following customer service related courses are available from Skillport:

Featured Skillport Training Simulations for the 2009 ITU Customer Service Week:

• Providing Customer Service Simulation
  The art of effective customer service requires anticipating your customer's needs and expectations in addition to working with them to handle and solve any and all of their present issues or requests. How well you can successfully practice effective customer service techniques will make the difference between building long-term customer relationships or losing patronage forever. Your role: As a Customer Service representative for Bizjet Airlines, you will be challenged to deal with various customer service scenarios during the course of your workdays. Whether it's in person, on the phone, or through e-mail, you'll either be working toward building a clientele of new and repeat customers, or encouraging these customers to fly with a competitor.
  Length: .5 Hours
• Excel at Customer Service Simulation
  You're a new customer service representative at Azimuth, a growing company specializing in global position systems (GPS) technology. You were hired to replace Jared, who left the company abruptly. As Jared's customers don't know that he left, be prepared for some surprised reactions when you start talking to his former accounts.
  Length: .5 Hours
• Internal Customer Service: Conflict and Complaints Simulation
  Complaints are an inherent part of customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice handling customer service complaints within the relative safety of a learning environment. Over the course of the simulation, participants will apply their conflict-handling skills to overcome a host of obstacles and provide excellent internal customer service. Special emphasis will be placed on the participant's ability to nurture a customer service environment that is open to and accepting of conflict and complaints.
  Length: .5 Hours
• Frontline Call Center Skills Simulation
  This simulation will test your ability to deal with unhappy external customers, and to establish good working relationships with internal customers — your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types, such as the "relater", "director", and "thinker". Length: .5 Hours