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Hand Safety
VR Training Now Available
Customer Service Skills
Help customers feel valued, reassured and in control during disruption
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
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.
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
Find out how to explore each individual's history, preferences, wishes and needs
This module is part of our Customer Experience Training.
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