Carrefour: Enable employees to face real-life customer scenarios in 360/VR
Context
Carrefour is a retail chain specializing in food products and consumer goods, with a strong focus on sustainability and accessibility.
In collaboration with Uptale, they co-created three immersive experiences designed for all Carrefour employees to enhance customer relations both in-store and at drive-throughs:
- Drive-Through Customer Speech Training
dealing with unhappy customers - Drive order preparation
making the right product substitution choices - In-store customer relations
put yourself in the buyer’s and seller’s shoes
Description
- The first experience allows employees to practice adopting the most appropriate position when dealing with dissatisfied customers during drive-through order returns.
- The second experience trains them to effectively manage substitutions during order preparation.
- The third, which is heavily focused on role-playing, helps Carrefour employees develop optimal interpersonal skills to provide customers with the best in-store experience.
The goal is to offer more immersive training that reflects real-world situations. These experiences enable learners to face real-life customer scenarios, familiarize themselves with their work environment, and gain confidence in their customer interactions.
Description
These three experiences have been rolled out across all HyperCarrefour stores in France.
Integrated into their LMS, they are accessible to all Carrefour employees on any device, such as Meta Quest.
This has allowed staff to boost their confidence and improve their customer relations. In total, 3,000 active learners participated, accumulating 30,000 sessions.
