One objective, four formats
Sample learning objectiveHandle a customer escalation with confidence.
A customer says their order is late and asks to cancel. What do you do?
Apologize and offer optionsExplain the shipping policyEach choice leads to a different outcome.
Stay calmFind the causeAgree the fix
Which first response best de-escalates the situation?
A. Offer a discount straight awayB. Acknowledge the frustration and ask questionsC. Quote the policyExample formats. Every course is designed around your learners.