Home Game-based learning corporate training Serious Game on Customer Service
E-learning
Complete course. Techniques, tips and applicable tools
+
Game-based learning
Negotiation Simulator. Practice and personalized feedback
+
Gamification
Game. Adventure, suspense and competition
Benefits
- 100% customizable Customer Service content and situations
- 92% completion ratio. High involvement and satisfaction ratios
- Experiential learning. Practice using simulators and personalized feedback
- Useful training. 97% of students apply what they learned to their jobs
- Easy and quick implementation in your LMS
- Online access. No need to install specific software
- Control and monitoring tools. Statistics, rankings and students assessment
- Available in several languages
Goals
To understand the importance of customer feedback on social networks and its impact on the company.
To develop a “business sense” or Business Acumen.
To improve the skills of empathy, initiative, proactivity and management of conflict situations.
To practice and learn by solving real situations.
To understand the impact of a good customer service strategy on every area of the company.
To develop techniques and tools to improve the quality of customer service.
Program
Course: General Description
- Students put themselves in the customer’s shoes
- 100% customizable content
- 27 “real” situations to practice and learn Customer Service skills
Module I: I am the customer
- Keys to understanding the customer
- The importance of being proactive
Module II: Be nice to me
- Situations of inappropriate customer service
- Strategies to develop empathy and build confidence
Module III: Listen to me
- How to learn to listen to your customer
- Techniques for active listening
Module IV: Don’t tell me “NO”
- Adapting to the customer and proposing solutions
- Developing communication skills
Module V: Exceed my expectations
- Keys to attending, solving and helping the customer
- The importance of seeking excellence
Module VI: When I get upset…
- Effective management of conflict situations
- Techniques to keep calm and transmit confidence
Module VII: Know your product
- Business Acumen: Business sense
- Keys to becoming an expert in your products
Module VIII: Be positive
- How to avoid negativity and act under pressure
- 9 fundamental rules to keep a positive attitude
Oriented to
“2100” is aimed at any employee who has a direct contact with the customer, and also at every person with management responsibilities who need to understand the impact of customer service on the company.
- Customer Service Departments
- Sales and After-sales Departments
- Marketing and Communication Departments
- Customer Service staff in offices, shops, retailers…
- Tele-operators
- Customer Service Departments heads
- Reception staff in Hotels and Events
- Every person in direct contact with the customer, from pre-sales to after-sales, whether face to face, on the phone or through email
Gamelearn has trained professionals of all profiles on more than 1,000 companies from all sectors across five continents, many of them belonging to Fortune 500.
1,000+ CORPORATE CLIENTS
200,000+ HAPPY GAME LEARNERS
A method very playful and engaging!
Merchants will allow us a return on investment because of better deals with customers.
I really encourage other companies to do the course, it’s a great investment on the employees development.
Innovative and addictive! The best way to get motivated in completing the course.
Challenging, competitive and over all very effective
We received very positive feedback due to its innovative , fun and mainly effective format.
Merchants is the only positive experience he had with e-learning products.
It offers a set of guidelines to develop skills very useful in corporate training.
From the point of view of an effective and efficient training it is awesome.
It makes the employee to come to training instead of the training to be imposed on the employee.
I think it is a very complete product, very well designed and very well crafted.
It changed dynamics and behaviors within my company. It was spectacular.
It was an exceptional experience for me. Outstanding. You should ask your boss to buy it.
We have achieved the maximun performance of every euro we invested in this training.
Can really lead to a significantly improved and healthier personal and professional life. Thank you very much!
The employee acquires skills and applies them in their job almost without realizing it in an entertaining way.
A solid methodology. Applicable to every situation. It has been a really positive experience.
The best I have seen in online learning so far. A very powerful and very intelligent game.
Fun and motivating. More effective than in-classroom training.
I am really happy with this course, I recommend it without any doubt.
I am really impressed by how it brings together a lot of gaming elements in one instructional product.
It was an absolutely amazing experience. The students had never seen anything like this.
GAMELEARN ON MEDIA
México could increase his operations by 20 to 30% following these advices.
Transforms learning into an addictive process.
You as the player are faced with a number of realistic challenges.
With this unique game-based learning true learning occurs.
Has improved the collaboration, and negotiating skills of managers around the world.
The effort they put on the quality is magnificent.
These programs are used to change behaviors, develop skills, and drive innovation.
In a game the defenses to the critic are lower and players are much more open to get feedback.
Serious game presented Silicon Valley style. The aim: to pull the leader that each one carries within
Dictionary
Game-based learning in negotiation
The practical approach of game-based learning courses makes negotiation skills training particularly effective.
Merchants includes a complete negotiation simulator that enables students to practice the skills they learn.
In this way they are able to practice their negotiation skills in a virtual environment to gain confidence when facing real situations.
Serious Games to learn negotiation
Traditionally negotiation skills are taught by consultants who after presenting the theory, usually evaluate students when applying the techniques and strategies in role plays or simulated situations. However, lack of time and high costs, classroom training is becoming less common in businesses.
E-learning is a training format not a methodology. The use of e-learning makes corporate training easier specially in multinational companies.
Serious games when online are in essence e-learning. Serious games make possible soft skills learning and development.
Serious games training in negotiation are more effective, more comfortable for users and easier to implement for companies. In result, the learning impact of serious games is higher because of the methodology and the cost of the training is lower thanks to the online format.
Negotiation simulator
The simulator is the core of Gamelearn’s serious games. It enables the interaction between the students and the video game. Merchant’s negotiation simulator gives constant feedback and evaluation to the students so they can train their negotiation skills until feeling confident.
Through the use of online video games, a complex negotiation simulator allows the player to engage in the learned skills and get instantaneous and personalized feedback, in much the same way that a class instructor would. The advantage, however, is that the negotiation simulator interacts only with one player and therefore the feedback is provided more directly and often to him.