Home Game-based learning corporate training Serious Game on Customer Service

Serious Game on Customer Service

Complete course. Techniques, tips and applicable tools

Negotiation Simulator. Practice and personalized feedback

Game. Adventure, suspense and competition


  • 100% customizable Customer Service content and situations
  • 92% completion ratio. High involvement and satisfaction ratios
  • Experiential learning. Practice using simulators and personalized feedback
  • Useful training. 97% of students apply what they learned to their jobs
  • Easy and quick implementation in your LMS
  • Online access. No need to install specific software
  • Control and monitoring tools. Statistics, rankings and students assessment
  • Available in several languages


Course: General Description
  • Students put themselves in the customer’s shoes
  • 100% customizable content
  • 27 “real” situations to practice and learn Customer Service skills
Module I: I am the customer
  • Keys to understanding the customer
  • The importance of being proactive
Module II: Be nice to me
  • Situations of inappropriate customer service
  • Strategies to develop empathy and build confidence
Module III: Listen to me
  • How to learn to listen to your customer
  • Techniques for active listening
Module IV: Don’t tell me “NO”
  • Adapting to the customer and proposing solutions
  • Developing communication skills
Module V: Exceed my expectations
  • Keys to attending, solving and helping the customer
  • The importance of seeking excellence
Module VI: When I get upset…
  • Effective management of conflict situations
  • Techniques to keep calm and transmit confidence
Module VII: Know your product
  • Business Acumen: Business sense
  • Keys to becoming an expert in your products
Module VIII: Be positive
  • How to avoid negativity and act under pressure
  • 9 fundamental rules to keep a positive attitude

Oriented to

“2100” is aimed at any employee who has a direct contact with the customer, and also at every person with management responsibilities who need to understand the impact of customer service on the company.

  • Customer Service Departments
  • Sales and After-sales Departments
  • Marketing and Communication Departments
  • Customer Service staff in offices, shops, retailers…
  • Tele-operators
  • Customer Service Departments heads
  • Reception staff in Hotels and Events
  • Every person in direct contact with the customer, from pre-sales to after-sales, whether face to face, on the phone or through email

Gamelearn has trained professionals of all profiles on more than 1,000 companies from all sectors across five continents, many of them belonging to Fortune 500.





Game-based learning in negotiation

The practical approach of game-based learning courses makes negotiation skills training particularly effective.

Merchants includes a complete negotiation simulator that enables students to practice the skills they learn.

In this way they are able to practice their negotiation skills in a virtual environment to gain confidence when facing real situations.

Serious Games to learn negotiation

Traditionally negotiation skills are taught by consultants who after presenting the theory, usually evaluate students when applying the techniques and strategies in role plays or simulated situations. However, lack of time and high costs, classroom training is becoming less common in businesses.

E-learning is a training format not a methodology. The use of e-learning makes corporate training easier specially in multinational companies.

Serious games when online are in essence e-learning. Serious games make possible soft skills learning and development.

Serious games training in negotiation are more effective, more comfortable for users and easier to implement for companies. In result, the learning impact of serious games is higher because of the methodology and the cost of the training is lower thanks to the online format.

Negotiation simulator

The simulator is the core of Gamelearn’s serious games. It enables the interaction between the students and the video game. Merchant’s negotiation simulator gives constant feedback and evaluation to the students so they can train their negotiation skills until feeling confident.

Through the use of online video games, a complex negotiation simulator allows the player to engage in the learned skills and get instantaneous and personalized feedback, in much the same way that a class instructor would. The advantage, however, is that the negotiation simulator interacts only with one player and therefore the feedback is provided more directly and often to him.

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