Customer Service Related Topics 
Kapp Notes
JANUARY 9, 2012
Let’s say a manager approaches you with the concept of a game about “Customer Service.” First, you might be puzzled because the topic of customer service is so broad. The first step is to find what is driving the need for a “game” about customer service. Is it poor service?
Kapp Notes
FEBRUARY 25, 2013
Lack of customer service? There are many considerations that need to go into creating a learning game. Here are three questions you should ask before you begin. 1) What business problem is prompting the need for the game? Lack of sales? Time Problems? 3) What is the desired outcome of the game?
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Kapp Notes
FEBRUARY 25, 2013
Lack of customer service? There are many considerations that need to go into creating a learning game. Here are three questions you should ask before you begin. 1) What business problem is prompting the need for the game? Lack of sales? Time Problems? 3) What is the desired outcome of the game?
Kapp Notes
JULY 8, 2010
Do we expect a customer service employee to provide excellent customer service and use the computer system to look up critical information when the training is delivered in a classroom environment which is an environment nothing like the actual environment in which they are asked to perform.
Kapp Notes
AUGUST 16, 2010
Customer service training incorporating an avatar to help the learner through the course. __ Catalog of Recommended Books, Games and Gadgets Recommended Games and Gadgets Recommended Books Content Guide. Check out demos of Vcom3D here.
Kapp Notes
DECEMBER 2, 2010
If you are going to put someone in a game/simulation to teach customer service skills or leaderships skills, the way to assess is to put them in a customer service or leadership position and see how they do. Instead, what I’d like to see, is an authentic assessment.
Kapp Notes
OCTOBER 7, 2008
Few companies have customer service training but it is a big need. Most of the mechanic training is on-the-job while driver training is primarily focused on safety but there is a need to deal with driver paperwork and customer service issues as well. These are basic employability skills. There is little computer training.
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