Question: I’m having a hard time convincing my customer service representatives (CSRs) that they need to practice as a group. What can I do to help?
Answer: When you get better at practicing, you’ll be better in the game. It’s essential for CSRs to get better at what they do as professionals. They can use role play as a weapon against making the same mistakes over and over. Here are five role playing basics:
1. Even though CSRs talk to customers all day, they may still be scared of role playing in front of peers. However, unlike customers, peers are there to help each other get it right.