Practice scenario
Resolving a serious service problem
A fictional practice call (industry: Telecommunications). You speak with this type of customer: Frustrated existing customer. Your goal: Rebuild trust after a problem.
Scenario at a glance
- Industry
- Telecommunications
- Customer
- Frustrated existing customer
- Goal
- Rebuild trust after a problem
- Difficulty
- Advanced
Who you are talking to
Frustrated existing customer. Difficulty Advanced: The customer pushes back and expects concrete value.
Your goal
Rebuild trust after a problem. Acknowledge the impact, take responsibility and agree on a verifiable corrective action.
Typical objections
Expect moments like these. The AI customer phrases them in its own words and reacts to your answers.
- Trust:
I've heard promises like this before.
Example excerpt
Illustrative
- You
- Thank you for taking my call. First I'd like to understand what happened from your side.
- AI customer
- I've heard promises like this before.
- You
- That's understandable. What happened last time, so I don't repeat it?
- AI customer
- Nobody got back to us when it mattered.
- 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:
- taking responsibility
- realistic corrective plan
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 “Resolving a serious service problem”?
Acknowledge the impact, take responsibility and agree on a verifiable corrective action. The AI customer plays this role: Frustrated existing customer. 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.