😤 De-escalation
Angry Customer Role Play: Refund Request
De-escalation in action: the agent lets the customer vent, acknowledges the feeling, takes ownership and gives a specific solution with a timeline.
Script (2 speakers)
Customer: [angry] This is the THIRD time I'm calling. I want my money back. Today.
Agent: I'm really sorry you've had to call three times. That's frustrating, and it shouldn't have happened.
Customer: The blender broke after one week. One week!
Agent: That's not the quality you paid for. Can I take your order number so I can fix this now?
Customer: <sigh> It's 4-4-8-2-1.
Agent: Thank you. I can see the two earlier calls. I'm going to process the full refund myself, right now.
Customer: [calmer] Right now? Not "within ten days"?
Agent: It's processing as we speak. You'll see it in three to five business days, and I'm emailing you the confirmation.
Customer: Okay. Thank you. That's all I wanted.
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What Makes This Work
- ✓Apologises for the experience, not just the product
- ✓Acknowledges the three calls
- ✓Takes personal ownership ("I'm going to...")
- ✓Gives a clear timeline and written confirmation
More Examples
📦
Delivery issues
Late Delivery Role Play: "Where Is My Order?"
A birthday gift has not arrived. The agent finds a practical solution.
🧾
Billing
Billing Dispute Role Play: "I Was Charged Twice"
A customer was double charged and is worried about their account.
💻
Tech support
Technical Support Role Play: Frustrated Customer
A stressed, non-technical customer cannot get their router working.
✋
Retention
Cancellation Request Role Play
A member wants to cancel. The agent respects it and offers one relevant option.
Make Your Own Version
Change the names, the product or the situation. The AI rewrites it and voices every speaker.
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