Virtual Reality Customer Service Training
The use of virtual reality in customer service is becoming more and more common. It’s being used to showcase products, give customers tutorials, and introduce them to brands, but most of all, it’s helping customer service employees become better at their jobs. VR simulations can increase empathy, which is an important skill in customer service. Virtual environments can help customer service employees practice calming and
satisfying an upset customer, guiding customers toward the right products to buy, and managing long lines. Here are a few positions that can benefit from VR training to improve employees’ customer service skills.
Frontline Sales Associates
Frontline associates are the ones that have the most face-to-face interaction with customers. They may be responsible for answering questions, guiding customers around the store, making sales, or managing lines and registers. Virtual reality has been used to train customer service employees in how to handle all of these situations. On the job, employees can’t predict what kinds of people or situations they might encounter, but VR training can simulate all kinds of scenarios to help them better prepare.
Contact Center Employees
At contact or call centers, employees have to field questions from customers about products and services, and they might also be called upon to troubleshoot problems. Discussions with frustrated customers can be emotionally charged at times, but being prepared to handle their frustration, anger, and confusion keeps situations calm, de-escalates tensions, and solves problems faster. That’s a better solution for both employees and customers. VR can help by presenting employees with training scenarios where they can deal with simulated customers with lower stakes.
Brand ambassadors and salespeople can face challenges when dealing with the public, too. Convincing someone to buy a product or service isn’t always easy. They have to craft a pitch and tailor it to the individual and their needs. To do this, they need to know their products backward and forward, but they also need to be well-versed in convincing others and being good conversationalists. This doesn’t come naturally to everyone. VR is a great place to practice these skills.