Taking Responsibility

Remember the schoolyard game ‘hot potato’, where a ball is passed from one person to another without them getting much time to react? Sometimes customer service can feel like that. A customer is passed from person to person, department to department, and nothing gets resolved. 

Taking responsibility for a customer’s problems is a key part of customer service. Having 1 contact point sets customers’ minds at ease that someone is helping them. What’s more, their issues will be resolved far more efficiently. This course will explain how you can take responsibility for your customers’ problems and proactively work to prevent them in the 1st place.

Everyone has been put on hold, only to be transferred to someone different at some point. It’s incredibly frustrating! You just want someone to help you. We knew this course would have to take place in a call centre to show the other side of this. And what’s more frustrating than being on hold? Technology, of course. Put them together and you’ve got a setting perfect for customer frustration at being passed around. This scenario demonstrates the theme of taking responsibility for the learner in a relatable way, and the superb animation and visuals keeps them engaged.

We’ve also baked some scenarios into the structure of the course, making the learner consider what they would do in a given situation. This helps them think about applying the learning to their job and how they can take responsibility better. We’ve also used a step-by-step guide to demonstrate the best way to diagnose a customer’s problem using the key points ‘Listen, Clarify, Summarise & Identify’ that you’ll find very useful.