“I Don’t Like to Role Play…”

Robin Turner explores an aspect of our one-on-one training in the insider diary of the self-storage call center.

Do you frequently hear that same phrase when you are training your employees?

Think about it… In any sport, i.e. basketball, baseball, football, etc. You don’t hear the team members telling their coach, “I don’t want to practice. I do better on the field during live games.”

Can you imagine how it would be to watch a game where none of the team members practice before game time? It would be ridiculous. Out right absurd. O.k. it might be quite hilarious. But I don’t believe that people would pay to go see the games. And I don’t believe after making so many mistakes on the field that the team would feel quite good about their skills.

In school, there are pre-tests before the Final to be sure that you are prepared to take that test that matters. Well, all of the phone calls or customers that you deal with … matter! Why fumble the ball with them, when you can do that during practice and correct your mistakes before the big game?

Why would you not want to role-play scenarios and your presentation before taking live calls? Even as refreshers from time to time? Sports teams practice in-between each game as students practice in-between each test as there may be new plays to look out for or changes of information that might take place on a quiz.

Always utilize materials, and times to practice to perfect your game!