Handling Upset Customers

This short scenario-based microlearning module places the learner in the role of a customer support specialist responding to an upset customer whose order has been delayed. Through a series of decision points, the learner must choose how to respond to the customer’s frustration, determine whether to escalate the issue, and guide the conversation toward a constructive resolution. Each response leads to immediate feedback that illustrates the consequences of the learner’s choices.

The module focuses on applying a structured customer service approach that emphasizes listening, empathy, and solution-oriented communication. By navigating the scenario, learners practice managing emotional conversations while maintaining professionalism and reinforcing trust with the customer. The activity demonstrates how branching dialogue and realistic workplace situations can help employees practice soft skills in a safe learning environment.

Authoring tools: ChatGPT, Mind Smith, ELevenLabs, and HeyGen.