Practice scenario
Complaint and threat of cancelling the contract
A fictional practice call (industry: Insurance advisors). You speak with this type of customer: Customer threatening to cancel the contract. Your goal: Explain the rules and retain the customer.
Scenario at a glance
- Industry
- Insurance advisors
- Customer
- Customer threatening to cancel the contract
- Goal
- Explain the rules and retain the customer
- Difficulty
- Advanced
Who you are talking to
Customer threatening to cancel the contract. Difficulty Advanced: The customer pushes back and expects concrete value.
Your goal
Explain the rules and retain the customer. Show empathy, explain the contract rules factually and do not misleadingly disparage the insurer.
Typical objections
Expect moments like these. The AI customer phrases them in its own words and reacts to your answers.
- Price:
That's more than I wanted to spend.
Example excerpt
Illustrative
- You
- Thank you for taking my call. First I'd like to understand what happened from your side.
- AI customer
- That's more than I wanted to spend.
- You
- Fair point. What are you comparing it with, so we look at the same thing?
- AI customer
- Mainly with what we pay today.
- You
- I'll confirm in writing today what we agreed and call you on Friday to check it is resolved.
Illustrative excerpt written from the scenario description, not a recording or transcript. In the real practice call the AI customer reacts to what you actually say, so every call goes differently.
What the report gives feedback on
After the call you get training feedback on moments like these. It is practice feedback for you, not an assessment of you as an employee.
- Listening and acknowledging the customer's experience
- Honest commitments you can keep
- A follow-up the customer agrees to
Guardrails in this scenario:
- empathy and a factual explanation of the rules
- no misleading assessment of the insurer
- no promise of a payout
Practise this scenario
Start with the Free plan and try this situation out loud. The report shows one thing to improve after the call.
Frequently asked questions
What do I practise in “Complaint and threat of cancelling the contract”?
Show empathy, explain the contract rules factually and do not misleadingly disparage the insurer. The AI customer plays this role: Customer threatening to cancel the contract. Difficulty: Advanced.
Is the dialogue on this page a real call?
No. It is a short illustrative excerpt. In the practice call the AI customer, clearly labelled as AI, reacts to what you actually say, so the conversation is different every time.
Can I practise this scenario for free?
Yes. The Free plan includes 3 voice calls a month of up to 5 minutes each, with a basic report (score and one tip) after every call. The scenario can be practised in every language of this website.