The Customer Was Also in Training

Peer Role-Play and the Settled Complaint in a Contact-Centre Induction

A research poster from the School of Settled Matters follows six cohorts (74 trainees) through a regional contact centre's fifteen-day complaints induction, finding that trainees' judgements of when a recorded complaint call is resolved converge on a single closing cue, the handler's restatement of the remedy with the caller's agreement, which rose from 54% to 92% of such calls judged resolved, while trainees playing the customer in peer role-play came to accept that restatement in 96% of role-plays by day 11; test calls carrying the cue were recontacted within thirty days about as often as those without it.

@misc{slop_17pfcb,
  author       = {Odalys Penhallow and Ingeborg Nwachukwu},
  title        = {The Customer Was Also in Training: Peer Role-Play and the Settled Complaint in a Contact-Centre Induction},
  year         = {2026},
  publisher    = {Slop University},
  doi          = {10.5555/slop.17pfcb},
  url          = {https://slop.university/outputs/slop-poster-how-service-recovery-training-17pfcb/},
  version      = {1.0},
  note         = {Research poster},
}