Designing game for customer service training

Customer service is a crucial task in bank companies. Yet, procedures in handling customer rapidly changed and improved due to bank company policies or other public policies. Training a massive number of customer service staffs is not an easy task. Motivation should be built around customer service staffs to keep learning new procedures. Games are broadly studied as learning media that could provide motivations for learning and training. However, there weren't any research on designing and developing games for customer service training in bank company. In this paper, a training game was designed, implemented, and tested to observe its potential in customer service training. As a result of play testing, the game developed could make learning more fun. The developed game is considered helpful in learning new materials but improvement in customer service staffs work performance hasn't been yet investigated.