Higher education institutions
Engage your students to help them develop key employability skills.
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About the module
15 minutes
English
VR, PC, mobile and web
LLM & scripted roleplays
AI-powered personalised feedback
Completion certificate
Lesson planning resources
25+ Module library
Who is it for?
This comprehensive module is designed for a diverse range of learners and a broad range of competency levels. It’s particularly beneficial for:
- Corporations and Enterprises: Supports the development of key skills for effective customer service.
The Scenario
Disruption during travel can have wide-reaching effects on customers’ lives, affecting more than just their journey. Delays can keep customers from appointments and prevent them from honouring commitments, which can also affect their personal relationships.
This simulation shows you how to listen for customers’ emotional drivers in order to adapt your response to address particular concerns when delivering updates and information.
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Learning objectives.
Through this scenario, you will:
- Experience the emotional impact that disruption has on a fictional customer
- Practise maintaining control and de-escalating by ‘listening and responding’ rather than ‘reacting’ to an angry customer
- Explore the positive and negative impacts that good and bad customer service can have on the customer’s emotions and experience
This module is part of our Customer Experience Training.
