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Assistant Vice President - Head of IT Customer Service
Associate Director, Operations
Policyholder Services Technical Specialist
Client Services Manager
Simulate Real Calls In Training
Having sat in many training sessions, we have observed that role-plays that are over exaggerated or to simplistic don’t really help. Its better to use real life examples – a simple idea is to tape a real life call and write down the scenario for the role players. This way each party knows the story from their point of view and can play a better role. Make sure each party is not aware of the other person’s role otherwise this will distort the outcome. Real life calls work well!