In fact, this type of training is to improve the overall quality of employees. In addition to language ability, there are adaptability, observation, affinity and psychological quality. Only by combining these abilities can we effectively deal with all kinds of emergencies and customer difficulties.
I suggest that there are not many such training cases, just one or two, because such cases have specific environmental factors and are full of contingency. Too many so-called successful cases will make students unconsciously form psychological hints of "imitation" and imprison their thinking. After all, the most difficult thing to understand when dealing with people is the human heart. Therefore, even if there is only one or two cases, it is only used as a "lubricant" for training to arouse the atmosphere of everyone's participation.
This type of training, it is best to find your own case according to your own industry characteristics and training priorities. At work, similar events happen every day, and then they are dealt with to make them fuller and more representative. Then design corresponding training skills according to this case, such as: asking questions, group discussion, role-playing, and how to summarize or extend other training topics.
In short, case analysis is commonly used in training, and a good case needs a long time to design. Although I can't give you a complete case story, I hope my personal training point of view will be helpful to your training.