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.
Jeremy is looking forward to getting home after a weekend away. Hes tired and his partner is relying on him to look after the kids later, while they go to work. Unfortunately, there seems to be some kind of hold-up on the line. Can you help?
This module is part of our Customer Experience series.
- 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 customers emotions and experience
Additional peripherals required
Bodyswaps is an award-winning immersive learning platform designed to deliver lasting behavioural change. Bodyswaps VR solutions create a safe space where learners can practise soft skills, with AI-enabled analytical feedback to accelerate personal development. Since 2019, London-based Bodyswaps has helped a wide range of organisations deliver measurable value by building more empathic workplaces and fostering greater inclusivity.