Making a bad situation better


15-20 mins


People skills


VR, PC, Mobile

Includes metrics





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
English, French
Supported headsets
Oculus Quest, Oculus Quest 2, Pico Neo 3, HTC Focus +, HTC Focus 3
Desktop version
Desktop app and WebGL
Mobile version
Single user
Includes metrics
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.

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