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Example branching in e learning
John has an appointment with you today and is asking you to speed up the process for his new loan, as he needs the loan amount the next day. However, you know it will take two days for the loan disbursement to be processed. The options are to tell John that you cannot expedite the process but will help in other ways, to acknowledge John's need but manage his expectations about timing, or to not properly address John's concerns about timing.
Example branching in e learning
- 1. Today you havean appointment with John, one of your long-term customers. John is asking you to speed up the process for his new loan. He needs the new loan amount the next day. You know that it will take 2 days until the loan disbursement can happen. What would you say to your customer John? Select from one of the 3 options below. B C Choice A Info Choice B Info Choice C Info A Exit Course
- 2. Your communication withJohn is suboptimal, and there is potential for improvement. You have managed the expectations of your customer, but he feels that he is not being really valued by FINCA. A Exit Course
- 3. Your communication withJohn is effective. You have really managed the expectations of your customer, and he feels that he is being valued by FINCA. B Exit Course
- 4. Your communication withJohn is poor. You have not managed the expectations of your customer, and he feels FINCA is treating him badly. C Exit Course