Customer Service & Relationship Management
Covers customer complaint handling, service improvement discussions, client relationship building, customer feedback analysis, loyalty program management, and customer retention strategies.
Situations
Choose from 6 conversations to practice
Handling a Service Complaint
A customer calls or visits to express dissatisfaction with a recent service or product. The customer service representative needs to listen actively, apologize, gather details, and offer a resolution.
Discussing Service Improvement Initiatives
An internal team meeting where managers and team leads discuss customer feedback trends, identify areas for service improvement, and strategize new initiatives to enhance customer satisfaction.
Onboarding a New Key Client
A relationship manager is meeting a newly acquired key client for the first time to understand their needs, introduce the company's capabilities, and establish a strong foundation for a long-term partnership.
Presenting Customer Feedback Analysis
A data analyst or customer insights specialist presents key findings from recent customer surveys, reviews, and feedback channels to senior management, highlighting common themes, pain points, and opportunities.
Explaining Loyalty Program Benefits
A customer service agent or sales associate is explaining the tiers, points system, and exclusive benefits of the company's loyalty program to a potential or current customer to encourage enrollment and continued engagement.
Proactive Customer Retention Outreach
A retention specialist contacts a customer whose service contract is nearing expiry or who has shown signs of decreased engagement, aiming to understand their concerns and offer incentives or solutions to prevent churn.