Making a Bad Situation Better

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Overview

Whatever the reason for a customers 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 customers 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.

Jeremy is joining friends for a weekend away, but a delay is threatening to sabotage his plans and hes starting to get angry. Do you have the customer service skills necessary to reassure him and help him find a solution?

This module is part of our Customer Experience series.

Learning objectives

  • 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
Creator
Bodyswaps
Length
15-20 mins
Area
People skills
Format
PC, Mobile
Languages
English, French
Available now
n/a
Coming soon
n/a
Desktop version
Desktop app and WebGL
Mobile version
Yes
Modes
Single user
Includes metrics
Yes
Additional peripherals required
No

Gallery

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.

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