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Commonly Asked Questions
- Why
is Deal With It in a game format?
We have found in many diverse settings, from retail to the military,
that when learning is enjoyable, associates are more alert and have
greater retention.
- Why
doesn't Deal With It have a board?
Board games limit the number of players that may gather around
to participate. They tend to require longer set-up times and the tracking
of playing pieces.
- We
have had role-playing where every "angry customer"
is either the ultimate terror or so easy to satisfy that they
would never have complained. How is Deal With It different?
The diverse situations and questions in Deal With It are from
actual events, written from interviews. They are grounded in reality.
-
Do you have any special offers?
Yes! You can review some of our previous Customer Service Training Tips and Thought of the Week, and sign up to have these delivered to you automatically.
You can also enter to win a Free Customer Service Training Game.
- Isn't
computer based training the best method?
Computer based training can be an effective way to train. However, Deal With It
is a fraction of the cost. In addition, you don't need to arrange to have a
computer for every person, or at every site. Deal With It is personally interactive
and your staff will not be bored.
- How
long will my employees retain what they have learned?
Having fun while learning does help in retention, but no one
can specify a time, of course. However, when employees encounter
many situations similar to the situations in Deal With It, they
will be better prepared to deal with those problems. Each successful
encounter will also reinforce what employees have learned and
will bolster their confidence in future problems.
- We
have limited training time. Can Deal With It still be effective?
You can use Deal With It many ways. 1) Choose one question at
each employee meeting and thoroughly discuss proper solutions.
2) Have managers choose one question periodically and let them
"rove" from one person to another, informally quizzing
or discussing the situation. 3) Post a question/situation each
week on a bulletin board, followed by informal discussion, or post
last week's favorite solutions.
- Deal
With It can only help me once I've hired someone, right?
No. Some businesses have use Deal With It in the interviewing
process and during orientation to rate both attitudes and approaches,
and also to define standards.
- We
typically have large groups at our weekly staff meetings. How
can Deal With It help?
When used as a training game, Deal With It works best with games
of twelve or less per game. While the amount of learning is the same,
this large group might be better served to train in smaller groups, or you can
create small teams of two or three to play the game.
- After
we have played Deal With It once, will we need to purchase additional
volumes?
The
basic set of Deal With It has an average of over nine hours of
quality training time built into it. In addition, this training
tool is reusable. Each training session will encounter new responses
to the questions and situations contained in Deal With It. We
also have many other subject areas in individual modules, each
volume with approximately seven additional hours of training
material.
-
Time is valuable. Are the rules long and the game complicated?
It takes the average person less than two minutes to read the
entire rules, with a quick start example of play that takes less
than one minute. We suggest that the rules be photocopied
to let all participants read them at the same time. This makes getting started
a snap.
- Where
are the answers in Deal With It?
While some modules include Answer Guides, each business has its
own policies, standards and ideas. Deal With It was designed
to be molded by each management team or owner. Through the interaction
of your team, you decide the best answers that fit with your
company's policy and goals.
- What
makes Deal With It so valuable?
Deal
With It is the most cost-effective way to teach your staff. It
does not take rescuing very many poorly handled service situations,
recovering lost sales, or retained employees to see that Deal
With It can pay for itself many times over.
- How
do I measure the results of Deal With It?
Some
businesses count the number of complaint cards,calls received,
and turnover rates, others have measured results in a subjective
feeling managers have about their employees' improved attitudes
toward their jobs.
- Do
shy people do well with Deal With It?
Yes. Shy people tend to "observe" through life and,
while Deal With It does force out a little involvement, a shy
person will learn much from the interactions of others.
- If
we use Deal With It as a game, doesn't someone have to lose?
Deal
With It allows you to focus on the "best" and "most
desired" answers rather than to criticize input. It is far
better for mistakes to be found within the training environment
than with an actual customer or co-worker encounter. This way
the losses are within the game and not with others. Your entire
team will win where it counts.
- Our
industry is very specific. Doesn't Deal With It only fit a few
industries?
Deal
With It has many industry and topic specific modules. Please
give us a call or e-mail If you do not see a perfect match. We
have many more modules than are listed here on these pages. In
addition to this, we write many new and customized modules based
on client requests. The basic set is designed to be general in
nature because everyone can relate to long lines at a store and
poor service from a restaurant. We found in play testing that
nearly every focus group wanted to use many kinds of situations
that were not specific to their industry. Excellent customer service
has a common thread.
- Some
of our staff has been through many hours of training already.
Won't they have an advantage or be bored?
Many
within our focus groups and play-testers commented that they
were challenged by the diversity of the situations, as well as
by many of the newer members of their teams who had different
perspectives and approaches.
- Do
you take purchase orders or credit cards and can you ship to
all of our individual locations for us?
Yes,
we do take mailed or faxed purchase orders, checks and credit
cards. We can do the shipping to your individual locations; just
give us a list. We do ask that you pick up the cost for including
any printed memos with the boxes shipped.
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