Improving customer service in difficult situations

This Mixed Reality (MR) experience teams you up with Elyssa Johnson to navigate difficult customer interactions. Learn de-escalation tactics, explore techniques for positive communication, and discover how to foster a supportive work environment that empowers growth. Together, you'll build resilience and equip yourselves to handle any customer situation!

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

Buy simulation(opens in a new tab)

Looking to build your own custom simulations? Explore HyperSkill(opens in a new tab)

Lab objectives and outcomes

Students will be able to apply specific de-escalation tactics to calm an upset customer in a simulated difficult interaction.
Students will be able to demonstrate techniques for positive and empathetic communication when responding to customer concerns.
Students will be able to evaluate the impact of different communication choices on customer satisfaction and the resolution of difficult scenarios.

Suggested activities

Improving customer service in difficult situations Quiz

Pre-assessment

OpenImproving customer service in difficult situations Quiz (opens in a new tab)

Improving customer service in difficult situations Discussion

Post-assessment

OpenImproving customer service in 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.

Improving customer service in difficult situations | Skillful