Customers can be won or lost in a single moment of interaction. Leading customer service organizations focus on creating a consistent brand experience to optimize customer loyalty. With Immersive Learning, employees get the unique opportunity to walk in the shoes of their customers and practice the right reactions to challenging situations.
We wanted a way to bring the customer to the center of training so our call center associates could see each phone call as more than a voice at the end of a line. With VR, you’re completely engaged in the training—you’re actually sitting in the person’s living room, face to face, and you can see how even the smallest transaction will impact a customer’s life.
Adam Schouela, VP Emerging Technologies, Fidelity
Handling difficult customers
Frustrated customers are a difficult, yet regular part of everyday life in customer service. Employees must stay calm and say the right thing to help the customer and avoid escalations.
Immersive Learning helped Verizon better prepare call center employees to understand, manage and de-escalate angry customers. The training not only helped employees feel more confident and prepared in difficult customer situations, it also helped employees understand the cause for the customer’s frustration and build empathy to provide better service.
Immersive Learning gives you perspective on what the customer might be feeling when they are calling.
Delivering consistently excellent customer service and coaching employees to be empathetic by understanding why customers are acting the way they are.
Immersive Learning leverages VR’s unique ability to generate a social presence, and enables trainees to feel present with another real thinking, feeling person. It allows them to have interactions and emotional responses similar to those they would experience in real difficult conversations. This helps the employee understand why the customer is so upset, and helped them build empathy instead of resentment.
Immersive Data & Insights
In our experience and research we have found that verbal fluency is a key predictor for a person’s handling of a difficult situation.
By analyzing this fluency, we can measure trainees’ comfort and confidence level as they de-escalate conversations with unhappy customers.
After three repetitions in VR, the group had significantly improved verbal fluency and calmness, making them more confident and calm, which are key factors for de-escalation and customer satisfaction.