Abstract
Dealing with complaint in the customer service industry requires high-level skills, because it is necessary to consider the needs and desires of customers while solving problems. There are two ways to learn complaint handling skills except practical work: by reading manuals and by participating in professional training. Learning by manuals can provide a procedural knowledge, but it is difficult to decrease the psychological resistance to complaints handling. This paper proposes a system that allows users to acquire complaint handling skills in an environment similar to actual work by reproducing situations for handling complaint with interactive customer actors in VR space. By simulating situations for handling complaint using VR, users are trained to skills to understand the problems and needs of customers, which is difficult to acquire only manual learning. Comparison experiment between learning using only the manual and learning using the system and the manual together is conducted with 20 university students. As a result, it is showed that the training effect on customer service skills such as empathy and honorific expression, and the psychological resistance to handling complaints decreased.
