01 / 05
The challenge
Customer service standards are easy to agree with and hard to apply in a few seconds on the shop floor. Listing them and asking whether the learner agrees tests the wrong thing.
What we did
A timed Storyline scenario on the shop floor. The learner makes decisions under a countdown, so the answer has to be given at the speed the situation actually moves. The customer's mood is the score, and it shifts while they watch rather than arriving as a percentage at the end. After they submit, they can open the branches not taken and see what the alternatives would have cost.
Project highlights
- 20 seconds
- A countdown on every decision. Time pressure is the part of the shop floor a slide deck normally removes, and it is the part that decides whether a standard gets applied.
- Mood, not marks
- The customer's mood is the score, and it moves while the learner watches. Feedback lands on the person the decision affected rather than on a percentage at the end.