Customer Service in Higher Education, SBL Activity
This scenario-based learning (SBL) activity was created for learners working in a higher education admissions office. While working with prospective students, it is important to both be able to answer their content-based questions (how to apply, tuition and finical aid, program availability, etc.) as well as make the prospective student feel comfortable and confident in their decision to apply.
This training allows learners to practice their customer service skills in a situation similar to one they may encounter while working in an admissions office. During the training, learners interact with a prospective student as they navigate the admissions process with the goal of both assisting the student and providing great customer service.
While there is a best-case ending to the training, there are multiple ways to arrive there, just like in real life. The training encourages learners to re-start and attempt to reach the best-case ending using a different path as well as reflect on ways they could make their real life interactions better using strategies presented within the training.
This training was created using genially, but could also be created in PowerPoint, Canva, or another presentation platform. The branching logic map to the right depicts the consequence of each choice the learner makes and the various paths learners can take while completing the training.
If you want to see how you do helping the prospective student, click the Start Training button below!