Improving customer service in difficult situations

Help customers feel valued, reassured and in control during disruption
Casestudy_Improving customer service in difficult situations


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.

Pill | Communication | 5

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.

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