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.
The Scenario
Whatever the reason for a customer’s journey, if you get your customer service right, you can make a good experience great and a bad one better. But if you get it wrong, you could turn a good experience bad and make a bad one even worse!
So what happens when circumstances beyond your control threaten to spoil a customer’s plans? This simulation lets you try out different approaches in a safe environment to find out the impact your decisions can have on the customer experience.
