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case studies

Professional Role Play Actors

Example 1: Silvercube partnered a leading global car manufacturer to support a CRM telephone skills training programme for its UK call centre teams.

Silvercube actors play customers at the end of the phone. The actors are briefed with detailed information which will challenge and stretch the delegates.

Once the call has finished the actors provide specific emotional and technical feedback around the areas of; solution based language, active listening skills, effective questioning, use of silence and tone of voice.

Delegates are then given the opportunity to practise the call again implementing the improvements from the feedback.

Result: Delegates are equipped with the skills and tools they need to offer a high level of service and maintain good customer relations.

Example 2: One of the top UK theme parks contracts Silvercube to work alongside its in-house training team, using the FISH philosophy to develop the interaction skills of its frontline staff.

Silvercube Actors run life-like scenarios with delegates, enabling them to practise customer interaction and receive specific emotional and technical feedback on their performance.

Result: Staff are confident of their own ability to motivate young people and involve them in all interactions.