VR Customer Experience

Bodyswaps - Customer Experience

When things go wrong, great customer service isn’t about fulfilling a need.

And it’s not about creating a ‘wow’. It’s about looking beyond the immediate transaction to customers’ unseen struggles and finding ways to mitigate them.

Customer Experience

Customer experience

If a customer’s personal struggle is compounded by a disruption in service, emotions will run high. But impressions created by service providers at these times last for a long time. These simulations offer a safe space for customer-facing staff to learn how to identify emotional triggers, respond to intense emotions and enhance customer control to provide exceptional customer service – even during difficult situations.

Available on VR, PC and mobile

Customer Experience Training Modules

Making a bad situation better

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

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

Explore the positive and negative impacts that good and bad customer service can have on the customer’s emotions and experience

Making a bad Situation Better
Customer Service Women

The Scenario

So what happens when circumstances beyond your control threaten to spoil a customer’s 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.

Improving Customer Service

Improving customer service in difficult situations

Jeremy is looking forward to getting home after a weekend away. He’s 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?

Help customers feel valued, reassured and in control during disruption

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

Explore the positive and negative impacts that good and bad customer service can have on the customer’s emotions and experience

The Scenario

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.

Man at station
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