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Do you remember the first time you heard your voice on tape? If you're like most people, your response was a mixture of denial, anger and grief. "I don't sound like that. I sound like that? I sound like that.' It's an enlightening exercise in self-perception, and one that's put to good use in ServiceMentor, a Webbased call center training product by Ulysses Learning, Mooresville, N.C.
Centered on the idea that successfully managing the conversation during a customer inquiry is as important as resolving the underlying problem, ServiceMentor uses performance-based simulations to arm service reps with a call pathway that quickly calms customers,...