2100: A Practical Learning Journey About Customer-Centric Processes
Learn and hone skills to understand internal and external customers, manage conflict situations, and avoid negativity under pressure.
2100 is a futuristic adventure in which the learner travels forward in time to start from the bottom in a huge corporation. The goal is to become the company’s CEO. Your success (or failure) will depend on your capacity to listen to, help, and take care of internal and external customer demands.
2100 is the first simulator specializing in developing skills to focus on customer-centric processes and recreates up to 27 “real” situations to work on a total of 17 skills.
These skills include:
- The power of being proactive
- Strategies to build confidence and develop empathy
- Techniques to keep calm and transmit confidence.
Approximate training duration: 5-10 hours
Why 2100?
- Learn skills that have a direct impact: Leadership, negotiation, time management, personal productivity, and customer service
- Gamification techniques such as storytelling, badges, and levels to generate engagement. Rankings and challenges to increase motivation in the participant
- Sophisticated simulators representing real situations. Safe environment for the employee to practice and receive feedback for improvement
The best part is that the participant receives direct feedback on their actions. The feedback loop in practice is often longer until the next customer meeting or complaint.
In gamified trainings, the learning curve is steeper and more direct. The learner will understand numerous cause-and-effect chains and can change their behavior immediately to align with the internal or external customer.
Characteristics of the Gamified Training
- Game-based didactic methods
- Applicable and practical content on interpersonal communication skills
- Results-oriented learning with revolutionary gamification technologies
- Simulations for experience-based learning
- Flexible, intuitive to use, fast, and easy to train
- An exciting gamification storyline that facilitates targeted and experiential learning
- A unique learning experience
Methodology
The developed, game-based learning method is a combination of three elements:
- High-quality content equivalent to a two-day, on-site course with a strong, practical focus that is useful and directly applicable to the work
- The use of gamification techniques in terms of storytelling, ranking motivation, scoring, different learning and game levels, and incentives through recognition and awards. This makes the training a motivating and exciting learning experience, which directly promotes the intrinsic motivation to learn alongside your employees
Practical exercises that allow you as a participant to practice directly in a safe and motivating environment and to implement the practical knowledge. You will receive detailed feedback in the form of individual learning loops
Knowledge and Skills
Module I: I Am the Customer
- Keys to understanding the customer
- The importance of being proactive
Module II: Be Nice to Me
- Situations of inappropriate customer service
- Strategies to develop empathy and build confidence
Module III: Listen to Me
- How to learn to listen to your customer
- Techniques for active listening
Module IV: Don’t Tell Me “No”
- Adapting to the customer and proposing solutions
- Developing communication skills
Module V: Exceed My Expectations
- Keys to attending, solving, and helping the customer
- The importance of seeking excellence
Module VI: When I Get Upset . . .
- Effective management of conflict situations
- Techniques to keep calm and transmit confidence
Module VII: Know Your Product
- Business acumen: business sense
- Keys to becoming an expert in your products
Module VIII: Be Positive
- How to avoid negativity and act under pressure
- 9 fundamental rules to keep a positive attitude
What Are the Requirements to Get Started?
- The only thing you need to get started is a device with internet access.
- You can access our performance-optimized business game platform at any time from anywhere in the world via your individual user profile or integrate the business game training into your LMS (Cornerstone, Moodle, SAP Success Factors, etc.).
- You will receive regular reports on the progress of your participants and training groups. This allows you to always have an overview of how everyone is doing and motivate your team in a goal-oriented manner.
