Customer Experience – Difficult Situations

Manage high-pressure interactions by staying composed while addressing complex customer demands.

Grades: Grades 9-12
Variant: Guided
Plays on: VRDesktopWeb

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Lab objectives and outcomes

Students will be able to apply de-escalation techniques to maintain composure during challenging customer interactions.
Students will be able to analyze complex customer demands to identify underlying issues and propose appropriate solutions.
Students will be able to demonstrate professional communication strategies when addressing an agitated customer in a high-pressure situation.

Suggested activities

Customer Experience – Difficult Situations Quiz

Pre-assessment

OpenCustomer Experience – Difficult Situations Quiz (opens in a new tab)

Customer Experience – Difficult Situations Discussion

Post-assessment

OpenCustomer Experience – Difficult Situations Discussion (opens in a new tab)

Track learner progress

Run this simulation with a class and watch it happen: who started, who finished, and how long each learner took. Drill into a run to see what they actually did.

Group sessions

SimGenie acts as a built-in lab assistant. A learner who gets stuck can ask for a hint by voice, and it adapts its guidance to what they are doing in the scene.

Customer Experience – Difficult Situations | Skillful