Goal-based Scenario seems like an appropriate learning theory for customer service support because the field has so many examples already compiled. Usually, the company requires the support person to complete a form describing the support instance and the resolution. It would be easy to input this into a database. Actually, by providing the support person with a computer and by setting up the database, you could tailor the database to collect most of the information you needed. If there would enough support people, they would be able to add information from an instance.
For example: Mrs. Smith comes to the help desk with her computer. She states that her wireless internet is not working. The technician greets her and gets all of her basic information, name, how to contact, and problem description. First the technician checks to see if her wireless radio is on. Yes it is. Next the technician checks to see if Mrs. Smith has chosen the correct profile. Yes she did. Finally the technician runs a PC Doctor check on the wireless internet card. He discovers the card is defective. So as you can see the technician should do steps one and two before running the PC Doctor. It is time consuming and the first two checks are much more likely. The doctor program does not check those issues. If the technician inputs all of his efforts into the database, you have a nice scenario to use for a teaching experience. You now have three different ways to resolve this issue; three different examples to specify and guide the student to try. To assure that the student would learn that any of the examples would cause the problem, you would make each one the problem and ask the student to resolve the customer’s complaint. A flowchart would be very helpful in laying this out. Many companies use flowcharts to help their technicians resolve problems.
It would definitely be a big effort to develop and would require constant updating as new products are produced. So I am not convinced it is feasible unless you have a very large company.