Ulysses Learning's ServiceMentor Earns Favorable Review from Lguide(email this article)

March 5, 2003. CHARLOTTE, NC. Lguide, a highly regarded independent e-Learning research and consulting firm based in Tacoma, Washington, recently reviewed ServiceMentor® – Ulysses’ (Company Profile, Past Stories, Case Studies) simulation e-Learning system for customer service representatives.

Mike Flanagan, Lguide’s Vice President of research and consulting, conducted the review using Lguide’s proprietary research methodology.  His article recapping the assessment of ServiceMentor appeared in a recent issue of TRAINING magazine.

Flanagan noted the “exceptional quality” of ServiceMentor and focused his comments on Ulysses’ content which helps customer service representatives develop skills to lead customers to more satisfying outcomes.  He applauded Ulysses’ use of performance-based simulations to prepare customer contact people to:

•take charge of the call, even when customers are angry or upset;
•quickly and clearly identify what customers really want;
•offer solutions that customers will readily accept and truly appreciate; and
•end calls leaving customers feeling good…about the rep and the organization.

ServiceMentor is voice interactive with recording and playback features, which Flanagan cited as one of the most provocative learning elements, forcing learners to confront their “true selves”.  He pointed to the richness of the simulations with dynamic branching that challenges participants and the quality of the customer service transaction reenactments as being “well acted and more convincing than most sample scenarios.”

Bottom-line.  Flanagan found ServiceMentor to be “a thoughtful use of technology that helps drive the central lesson home:  It’s not just what you say, it’s how you say it.”

Ulysses Learning, a pioneer in developing simulation learning applications, is widely respected for building Judgment@WorkTM skills – decision making and advanced interaction skills – in contact centers and at all points of customer interaction throughout financial services, insurance and telecommunications enterprises.

For more information on Ulysses Learning and its CallMentor learning system, which includes ServiceMentor®, SalesMentor™, and CoachingMentor®, contact the company by phone at 800.662.4066, by e-mail at info@ulysseslearning.com or visit the company’s website at www.ulysseslearning.com.