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Customer Experience Skills
Discover three golden rules for emotionally-charged customer situations.
About the module
15 - 20 mins
English
VR
LLM & scripted roleplays
AI-powered personalised feedback
Completion certificate
Lesson planning resources
27 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:
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Corporations and Enterprises: Supports the development of key skills for effective customer service.
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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.
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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