Customer Management Simulation
Hello! I'm Connell, the store manager.
Hello! I'm Marianne, a customer with a problem.
start
Context
Read the following interaction between an adviser and a prospective student.As you review it, identify any behaviours, risks, or gaps that could indicate potential harm to the customer.
continue
Context
Read the following interaction between an adviser and a prospective student.As you review it, identify any behaviours, risks, or gaps that could indicate potential harm to the customer.
Read the following interaction between an adviser and a prospective student.As you review it, identify any behaviours, risks, or gaps that could indicate potential harm to the customer.
continue
Context
A prospective student contacted the contact centre to ask about enrolling on a professional qualification. During the interaction, the student shared that they had recently been made redundant, had limited savings, and wanted a course that would quickly lead to a well-paid job.
I’ve been made redundant recently and I’m hoping you have a that course will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job and a payment plan.
A prospective student contacted the contact centre to ask about enrolling on a professional qualification. During the interaction, the student shared that they had recently been made redundant, had limited savings, and wanted a course that would quickly lead to a well-paid job.
I’ve been made redundant recently and I’m hoping you have a course that will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job and has a payment plan.
A prospective student contacted the contact centre to ask about enrolling on a professional qualification. During the interaction, the student shared that they had recently been made redundant, had limited savings, and wanted a course that would quickly lead to a well-paid job.
continue
Context
I’ve been made redundant recently and I’m hoping this course will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job.
I just really want to make the right decision… I need something that will actually help me get back into work quickly
As the Marianne brought up OUSBA throughout the conversation, Connel assumed this meant he didn't need to read the script, and only prompted them to look up more information on the website.
“It’s a really popular route for people looking to move into that kind of role. I can get you set up today if you’re ready.”
I’ve been made redundant recently and I’m hoping this course will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job.
continue
Context
continue
continue
Learnings
In this scenario, we have learned to handle a tense situation with an unsatisfied customer by providing appropriate responses and avoiding common mistakes.
Keys learned and soft skills developed:
continue
Congratulations!
Customer Management Simulation
Lana Pollard
Created on June 4, 2026
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Transcript
Customer Management Simulation
Hello! I'm Connell, the store manager.
Hello! I'm Marianne, a customer with a problem.
start
Context
Read the following interaction between an adviser and a prospective student.As you review it, identify any behaviours, risks, or gaps that could indicate potential harm to the customer.
continue
Context
Read the following interaction between an adviser and a prospective student.As you review it, identify any behaviours, risks, or gaps that could indicate potential harm to the customer.
Read the following interaction between an adviser and a prospective student.As you review it, identify any behaviours, risks, or gaps that could indicate potential harm to the customer.
continue
Context
A prospective student contacted the contact centre to ask about enrolling on a professional qualification. During the interaction, the student shared that they had recently been made redundant, had limited savings, and wanted a course that would quickly lead to a well-paid job.
I’ve been made redundant recently and I’m hoping you have a that course will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job and a payment plan.
A prospective student contacted the contact centre to ask about enrolling on a professional qualification. During the interaction, the student shared that they had recently been made redundant, had limited savings, and wanted a course that would quickly lead to a well-paid job.
I’ve been made redundant recently and I’m hoping you have a course that will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job and has a payment plan.
A prospective student contacted the contact centre to ask about enrolling on a professional qualification. During the interaction, the student shared that they had recently been made redundant, had limited savings, and wanted a course that would quickly lead to a well-paid job.
continue
Context
I’ve been made redundant recently and I’m hoping this course will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job.
I just really want to make the right decision… I need something that will actually help me get back into work quickly
As the Marianne brought up OUSBA throughout the conversation, Connel assumed this meant he didn't need to read the script, and only prompted them to look up more information on the website.
“It’s a really popular route for people looking to move into that kind of role. I can get you set up today if you’re ready.”
I’ve been made redundant recently and I’m hoping this course will help me quickly get back into a well-paid role. I don’t have much savings left, so I really need something that leads straight to a job.
continue
Context
continue
continue
Learnings
In this scenario, we have learned to handle a tense situation with an unsatisfied customer by providing appropriate responses and avoiding common mistakes.
Keys learned and soft skills developed:
continue
Congratulations!