The Art of Patience

Patience is a virtue. Whoever invented that phrase clearly didn’t spend over 2 hours on hold, right? Unfortunately, customer service can be a slow process. Complex issues with many moving parts, busy members of staff, and more can result in long waits while you try to contact different departments. It’s no wonder some customers get annoyed!

You can’t train a customer to be more patient. But for smoother, more efficient customer service, you’ll need to master the art of patience yourself. It’ll help keep customers calm and happy, which means you’ll be able to solve their issues much faster. This course will help you improve your patience, so you’ll be unflappable the next time you deal with a customer whose patience is running out. Maybe request some better hold music in the meantime?

What one thing challenges everyone’s patience in their life? Technology, of course! Whether it’s an update to your phone not working, a self-scan machine at the supermarket refusing to scan that can of beans, or weird error messages appearing on your laptop, technology can be frustrating. This is why we decided to set this course in a technology store. Through the humorous characters, the learner sees patience in action as the tech wizards engage with the customer to diagnose and solve their tech woes.

When it comes to demonstrating patience, we decided to test the learner with a series of scenarios. The character, Emily, is dealing with a customer, and the learner must choose the best thing for her to do as she assists them. This engages the learner and asks them to apply this soft skill practically. We also used small video animations to demonstrate when their patience might be tested, so the learner can see what these key things to watch out for look like in bitesize chunks.