Adapted from real incident support logs, five practice scenarios in a coaching culture core values learning experience explores how the organization values can impact interactions between support persons and customers and co-workers.
Recognizing that customer support personnel are often the organization’s face to the customer, our client identified support culture training as a critical need to demonstrate the organization’s core values when interacting with customers.
Understanding our values in everyday support situations is critical to the team’s success, by following a complex support incident with a customer from inception to completion can educate how we can live and represent out culture.
Bringing realism to the course was important, the practices mimic communication through voice and chat with customers, as well as provide decisions based on incomplete information. Learners have opportunities to practice decisions and view outcomes as they are introduced to their role and unique culture of the organization.
Following each practice, learners were presented with growth and development activities to imprint the culture into the everyday interactions.