The caller who turns on you
Name the real grievance, own the error and act with a date. If personal insults carry on after one clear warning, ending the call politely counts as success.
Customer service & contact centres
Practise the support conversation before the customer call.
Give your support team a safe place to practise complaints, billing questions and escalations with an AI customer, so the real call feels familiar.
Six calls that land on a new starter.
Each line opens an exercise in the course library. An AI customer says it; your agent practises the answer.
Built for
- BPO & outsourced contact centres
- In-house customer support teams
- Utilities, telecoms & subscription services
- Front-of-house & reception teams
- Estimated bill
“My bill's gone up by forty pounds and it says estimated. I haven't used more.”Tomasz, energy customer
Your agent practises: Call an estimate an estimate, take the meter reading and read it back.
- Missing parcel
“The app says my parcel was delivered yesterday at two, but there's nothing here and I didn't give a safe place.”Chloe, online shopper
Your agent practises: Own the problem, explain the courier investigation and say how long it takes.
- Saying no
“I need someone out today, I'm on nights from tomorrow.”Ken, water customer
Your agent practises: Give a clear, reasoned no, then book the earliest visit you can genuinely offer.
- Unspoken complaint
“I keep ringing and getting told it's booked. I'm just fed up really.”Sunita, housing resident
Your agent practises: Recognise a complaint when nobody says the word, log it and give the timescales.
- Outage
“My broadband's dropped this morning and so has next door's. Is there a problem in the area?”Aisha, broadband customer
Your agent practises: Confirm the known fault and its reference without guessing a fix time.
- Cancellation
“I'm out of contract, your price has crept up, and I've a full-fibre quote for twenty-seven pounds elsewhere.”Geoffrey, leaving for a rival
Your agent practises: Make the one authorised offer once, then confirm a clean switch if he still wants to go.
Four calls worth rehearsing before they happen.
Some conversations are too rare, or too costly, to learn on a live customer.
The caller who needs you to slow down
A recently bereaved customer, a customer with hearing loss, a caller in arrears who hints at crisis. Agents rehearse pace, consent and a clear handover, not clinical judgement.
The caller you can't verify
The right identifiers before anything is shared, a kind no to a well-meaning relative, and a way forward for the caller who can't pass checks.
The call you promised to make
Open clearly, lead with the news whether it is good or bad, and ask whether a complaint is resolved before closing it.
What your team takes back to the queue
- Plain-English explanations
- Agents practise explaining a part-month charge or an estimated bill in everyday words, then reading the figures back so the customer knows what happens next.
- Honest timescales
- A response target is not a resolution promise. Every scenario supplies its own timescales, so agents rehearse committing to what they can deliver and nothing more.
- Checks before disclosure
- Verification comes first on every account call, including when the caller is frustrated, in a hurry or ringing on behalf of a parent.
- Coaching from the transcript
- AI feedback, charged separately, quotes the transcript and suggests a specific next step, ready for a one-to-one or a team huddle.
Scenarios use fictional organisations and policies. They are practice, not data-protection, legal or safeguarding training; your own procedures govern real calls.
After every practice call
After each practice call, a call analysis shows your pace, talk share, questions and filler words, with specific tips for next time. It comes at no extra charge.
Interruption practice
Set interruption practice to Off, Low, Moderate or High in each eligible exercise of your own course or workspace copy. Rehearse time pressure, clarification or a respectful ending after refusal. Explore custom interruption practice.
In preparation: live interruption practice is not enabled yet.
Your ready-made course
Each exercise shows its estimate before you start. AI feedback on each completed call is charged separately; certificates record course completion, not professional accreditation.
Customer support: clarify and resolve responsibly
3 levelsThree fictional support conversations covering acknowledgement, minimal verification and realistic escalation. All practice facts are supplied; never use real customer data. Practice completion is not regulatory accreditation.
- Easy Clarify a delivery question
- Medium Verify before account details
- Hard Handle uncertainty and escalation
Explore all 10 Customer Service & Contact Centres courses
Courses for the calls a support desk takes every week. Each has three levels that get harder, with a different AI customer at each one.
Verify Before You Disclose: Protecting Customer Data
3 levelsPractise identity checks on account calls: asking for the right identifiers before sharing anything, declining a well-meaning relative kindly, and holding the line with a caller who can't pass checks while still offering a way forward. Fictional policy throughout; practice, not data-protection advice.
- Easy Amara — account holder, cooperative
- Medium Gareth — son calling about his mother's account, well-meaning
- Hard Mr Dalby — caller who cannot pass checks, impatient
Billing Queries in Plain English
3 levelsPractise explaining bills in everyday words: a part-month tariff change, an estimated bill and a disputed late fee. You'll use the supplied dates and figures, read numbers back, call an estimate an estimate and apply goodwill within your limit. Fictional tariffs and policies; not financial advice.
- Easy Helen — customer, polite but puzzled by bill
- Medium Tomasz — customer, suspicious of an estimated meter bill
- Hard Marcus — long-standing energy customer, indignant about late fee
Delivery, Returns and Refunds
3 levelsPractise taking ownership of order problems: refunding a late delivery fee, handling a parcel marked delivered but missing, and explaining a replacement-first route for a faulty item without arguing about the law. Fictional retailer policy; not legal advice.
- Easy Raj — customer, late next-day delivery query
- Medium Chloe — customer, parcel marked delivered but not received
- Hard Dennis — customer, faulty lamp after seven weeks
Saying No and Managing Expectations
3 levelsPractise a clear, reasoned no that still offers what you genuinely can: a non-refundable course fee, a same-day visit that isn't available, and a credit someone says was promised. Three fictional organisations with supplied policies and honest timescales.
- Easy Priya — customer, requesting refund on non-refundable course
- Medium Ken — customer, demanding same-day water engineer
- Hard Beverley — customer, asserting disputed agent credit promise
Let the hardest call of the week happen in practice first.
Create a workspace, explore the course library and invite your team. Pay only for the practice you use.