📦 Delivery issues
Late Delivery Role Play: "Where Is My Order?"
When a delivery is late, customers need honesty and a plan. The agent checks tracking, tells the truth and offers two options.
Script (2 speakers)
Customer: Hi, my order hasn't arrived and it's my daughter's birthday present. Her party is Saturday.
Agent: Oh no, let's sort this out before Saturday. Can I have the order number?
Customer: It's Z-7-7-1-0.
Agent: Thanks. <short pause> I can see it's stuck at the regional depot since Tuesday. I'm sorry, that's a delay on our side.
Customer: So it won't come in time?
Agent: I don't want to promise something I can't guarantee. So here are two options.
Agent: I can send a replacement today by express, arriving Friday. Or you can collect it from our store on Main Street tomorrow.
Customer: Express to Friday would be perfect.
Agent: Done. I've also refunded the shipping fee. You'll get tracking within the hour.
Want your own version? The AI writes a fresh script and casts a voice for every speaker.
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What Makes This Work
- ✓Connects to what matters (the birthday)
- ✓Is honest about the cause
- ✓Refuses to over-promise
- ✓Offers two concrete options plus a goodwill gesture
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Billing
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Tech support
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A stressed, non-technical customer cannot get their router working.
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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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