Cynically One says from experience...
For "after travel" issues...
i) Know how to ignore customer issues.
ii) Don't worry about answering the phone, that's not a recognised
contact channel, Post or feedback forms only...
iii) Ask for the same details twice by e-mail then again by post before
closing the issue as solved without doing anything.
To get an issue addressed, and, a fairly major one at that I had
to copy Public Relations in and request Directors address details...
However, to answer the question,some things to consider are...
Roleplays with nasty customers, abusive behaviour etc fromthe customer side, roleplays with err.. demanding staff issues. How do you deal with xxx, what about yyy. Attendance, performance coaching etc.
The one thing I would say is, for every decision you are asked to
make / everything you say, have a justifiable reason for doing/saying it.
hope it helps a bit .
Regards
DaveA
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