Spot the phishing email
Find 3 warning signs before you click.
Calm an angry customer
Pick replies and watch the mood change.
Try it
Takes about 2 minutes.
The problem
New staff learn the rules for complaints, then freeze on their first angry call.
Who it's for
Customer service, sales and support teams
Before and after
See how we make a difference
Before
A typical course
- A video of good and bad calls.
- A list of dos and don'ts.
- A recreation of a common course, not a real client's.
After
Redesigned
- Change 1: A conversation staff steer themselves.
- Change 2: The customer's mood shows on a line from angry to calm.
- Change 3: A poor reply makes things worse, then they try again.
- Reason for change 1: Safe practice for a hard conversation, before it's real.
- Reason for change 2: Seeing the mood change makes the effect of each reply clear.
- Reason for change 3: Staff leave with one rule: name the feeling, then give a clear next step.
How we'd build this for you
A conversation that branches
This activity is one example of a pattern that works in almost any subject. Here's how the same idea could look in yours.
- HealthcareBreak difficult news to a patient's family.
- ManagementGive feedback to a colleague who missed a deadline.
- TeachingRespond to a student who says a grade is unfair.
- SalesHandle a customer who says the price is too high.
- Human resourcesHold a first conversation about a complaint.
We build it with your subject experts and your own examples, in your learning platform. Every piece works on phones, by keyboard and with screen readers.
Free to use
Use it in your teaching
Add this activity to your own course or training, free, with credit to ApexID.
Related projects
Try another one
Is this chart misleading?
Start the axis at zero and look again.
Sort the week
Do now, schedule, delegate or drop.
Portfolio projects made by ApexID to show the kinds of interactive learning we build. Not client projects.