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.

• 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