AVAILABLE NOW — Retail Banking VR Training Bundle
Practice empathizing with customers using advocacy, confidence, and ownership across a number of challenging interactions.
Strivr’s Customer Deescalation & Conflict Resolution module empowers client-facing financial service employees with skills, strategies, and hands-on experience for navigating difficult conversations and challenging interactions with customers.
This VR training module emphasizes personalized and attentive customer service, offering practical tools for managing and resolving problems with empathy and professionalism. Learners will gain hands-on experience in demonstrating advocacy, confidence, and ownership to address client concerns related to deposit holds, disputes over potential fraud, and navigating delicate conversations with family members of a deceased client. Through each scenario, learners must apply active listening, emotional regulation, and conflict resolution strategies to empathize with clients and propose appropriate solutions to their frustrations.
Set in fictional financial center, your virtual coach will guide you through the three principles of Client Care where you’ll learn how to demonstrate advocacy, confidence, and wwnership to effectively express empathy towards a client’s concerns.
Later, you’ll observe a retail banking associate demonstrate the principles of Client Care during an interaction with a customer regarding a deposit hold on her account. This experience allows you to gain practical insights into handling similar situations with empathy and professionalism.
In this customer service VR training experience, you’ll observe an interaction between a retail banking associate and a visibly frustrated client who has recently discovered fraudulent activity on his account. Frazzled and overwhelmed, the associate struggles to adequately demonstrate Client Care, requiring you to step in.
This scenario emphasizes the importance of advocacy, confidence, and emotional regulation as you step in to deescalate the situation, provide support, set appropriate expectations, and find a solution.
In this customer service VR training experience, you’ll be tasked with navigating a difficult conversation with a client whose father has recently passed away, requiring you to apply the principles of Client Care with the utmost sensitivity and compassion.
You must demonstrate empathy and advocacy as you walk the client through the steps required to transition to the Estate Unit, ensuring that she feels supported and cared for along the way. This experience will help you refine your ability to handle delicate conversations with grace and professionalism.
Receive a free demo headset to see the Strivr platform in action and experience the Strivr difference for yourself.
