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
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.
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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.
