Customer service training
Your team shouldn't meet their first angry customer on a live call.
Service teams rehearse complaints, billing disputes and de-escalation with an AI customer who stays upset until they're handled well. Every attempt is scored, so team leads know who's ready before they take the queue.
350k+
practice sessions completed
5–10 min
per practice call, between shifts
Most service training ends before the first difficult customer
New starters learn the systems, the policies and the call flow. Then they learn to handle an angry customer on a real one.
The usual fixes are nesting, call listening and the occasional workshop. Three things get in the way.
Nesting happens on live customers
New agents learn complaint handling on real calls, where getting it wrong means a lost customer or an escalation.
QA arrives after the damage
Call reviews tell you a conversation went badly once the customer has already churned, escalated or left a review.
Roleplay doesn't fit a shift pattern
Taking agents off the queue for a workshop is expensive, and a colleague playing an angry customer never really gets angry.
What a practice call actually looks like
Short enough to fit between shifts or in a quiet hour, and close enough to the real thing that agents feel the same pressure.
01
You assign the call
From the library, or a customer built around your own products, policies and service standards.
02
They take it out loud
Real voice, real time, five to ten minutes. No script to read from, and no customer to lose.
03
The customer reacts
To what was actually said. Read from the script and they get more frustrated. Acknowledge the problem and they start to calm down.
04
Score, then debrief
Five criteria with the evidence for each, then a conversation with the AI coach about what to say next time.
Runs in the browser, on a tablet, or in a VR headset. Nothing to install before the first session.
AI-Powered Practice That Builds Customer-First Teams
Level up your Customer Service team’s ability to retain clients, develop long-lasting relationships, and solve customer problems.
Onboard new customer service reps or upskill your existing team in an immersive, risk-free environment that leverages the power of AI to create realistic customer scenarios.
The customer stays upset until they're handled well
This is the line between a roleplay and a policy quiz. The AI customer has a problem, a history with your company and a reason to leave, and the call goes wherever your agent takes it.
Agents can't click through to the right answer. They have to stay calm, find the words and deal with what comes back, the same as on the phones.
Example scenario
High-Value Client Complaint: a key account threatening to leave
A client's order has arrived late for the second month running. They've had a competitor's proposal on their desk since the first time.
Explain why the delay happened and they hear an excuse. The call ends with a request to speak to your manager.
Acknowledge what it cost them, then commit to a specific fix and they stay on the line to work it out with you.
Scored on acknowledging frustration, empathetic language, taking ownership, explaining next steps clearly, and retaining the customer.
Feedback an agent can use on the next call
Not a percentage and a thumbs up. Every call is scored against named criteria, with what the agent actually said and what to try instead.
A complaint is scored on de-escalation and ownership. A billing query is scored on clarity and accuracy. The measure fits the call.
Example: Angry Customer
Overall: 7.2
"When he raised his voice, you slowed down and let him finish rather than talking over him."
"'I'd be frustrated too if that happened to me' was the point the call turned."
"'That's the billing team's process' passed the problem on. 'Let me sort this out for you' would have kept it with you."
Hesitations: 2
133 wpm
Clarity: 91%
...
Showing 3 of 5 scored criteria for this roleplay
Then they work on the moment it went wrong
A score tells an agent what happened. Coaching is what changes the next call, and team leads rarely have time to give it to everyone on the floor.
After every roleplay, agents can debrief with Hugh, the AI Coach, while it's still fresh. Or they can take a short Skills Coaching session on the exact moment they find hardest.
In Reframing Confrontational Language, Hugh gives them blunt lines to rework. They spot what makes each one land badly, rephrase it out loud, and get feedback with a stronger alternative. Every run brings new examples, so the habit builds with repetition.
- Reframing Confrontational Language
- Paraphrasing for Active Listening
- Listening for the Bigger Picture
From a skills coaching session
Your results: Reframing Confrontational Language
"Your response was unprofessional."
A strong label with no evidence. The listener hears a personal criticism, and the conversation turns into an argument.
Your rephrase
"When you need help, please feel free to ask me for help."
Feedback
You avoided the negative label and offered support. Briefly describe what happened and its impact before offering help.
Suggested alternative
"I noticed the response was difficult for the client to follow. If you're unsure about any part, please feel free to ask me for help so we can make the explanation clearer."
"Did you even read the brief?"
Your rephrase, "I noticed there are some points that don't align with the brief. Could you share how you approached it?", was a strong one: specific, no judgement of intent, and an invitation to explain.
Continues... Downloadable and saved to their account.
Service conversations, ready to assign on day one
Written and scored by our learning designers. Assign them as they are, or use them as the starting point for your own.
Roleplays
Customer issues and complaints
From a billing query to a high-value client threatening to leave, with a customer who reacts to how they're treated.
Angry Customer
Billing Issue
Delivery Issue
High-Value Client Complaint
Exercises
Active listening
Short drills on hearing what the customer actually said, before deciding what to say back.
Goldilocks Exercise
Conference Call Listening
Skills Coaching
Structured coaching sessions
Five to twelve minutes on a named skill, applied to a real call. Agents leave with a written plan.
Reframing Confrontational Language
Paraphrasing for Active Listening
Listening for the Bigger Picture
See it with a customer your team actually dreads
Tell us the call your team finds hardest and we'll build it into a scenario on the call. Then we'll show you the feedback an agent gets and the data you'd see across a team.
What happens on the call
Discuss your service training goals
Build your customer live on the call
Rollout options and pricing
We reply within one working day.