It's 09:00 Monday. Paul is your first appointment of the week. He's none too happy. In fact, he's darn right aggressive. He knows what he wants, and he wants it now, regardless of what you think! So what are you going to do?

Social security staff encounter this type of situation on a regular basis. If a benefit payment has not been made, customers have the right to a replacement. Sensitive, focused interviewing is required to arrive at the truth - has it really been ‘lost'?.

Our WOLCE award winning solution uses branching, full screen video simulations in which learners practise questioning skills with 'virtual' customers. Their reactions and the outcomes depend on the learner's responses.

"The outcome is superb." E-learning Programme Director, DWP

Back to Government case studies

Back to all case studies

click on the screenshots to enlarge them