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.
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
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?
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.
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
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.
