Customer service fundamentals training game for adult learners in retail professions

MSI Retail Sim is a workforce learning game developed with McKinsey Social Initiative focusing on retail customer service. Players navigate store scenarios to improve satisfaction and business performance. This simulation teaches professional communication and problem-solving to optimize the shopping experience.

Learning focus

Customer Service Fundamentals, Conflict Resolution, Retail Operations, Workplace Professionalism

GAME FEATURES

Engage in retail scenarios

Respond to situations commonly encountered in day-to-day store operations.

Make customer service decisions

Choose actions that affect interactions with shoppers.

Balance service and performance

Weigh tradeoffs between customer experience and store outcomes.

Track store results

Observe how decisions influence overall performance.

Core Learning Outcomes:

Identify effective customer service practices in retail environments
Analyze how service decisions affect customer satisfaction
Evaluate tradeoffs between operational efficiency and experience quality
Apply decision making skills to workplace scenarios

Why This Project Matters

Customer service skills are essential for retail success and employee readiness. MSI Retail Sim helps learners practice real-world decision making in structured scenarios that reflect the operational demands of retail workplaces.

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If you’re exploring educational games, digital learning tools, or interactive simulations, Filament Games can help you design and build experiences that deliver measurable impact.

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Other games

Meta Quest 2 & 3

Design Thinking

12+

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