10. A Customer’s Perspective

Here’s the A Customer’s Perspective learning interaction from my eBook, Engaging Interactions For eLearning:

Description: Have the learner work through a problem or situation from a customer’s perspective. You may have them interact (virtually) with a customer sales representative who is using a call script, or have them work through the installation of a product using only the documentation provided by the company. This could enlighten the learner to how customers are treated or how the documentation/methods/procedures really work.
Example: Consider this scenario:

You were overcharged on your latest cable bill. Contact the cable company to resolve this issue.

Have the learner work through a dialogue with a virtual customer service representative who uses a typical call script. At the end, have the learner explain what went well – and what did not go well.

Level(s) of Interaction: 2, 3
Knowledge Type(s): Factual

0 Responses to “10. A Customer’s Perspective”

  1. Leave a Comment

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s


%d bloggers like this: