💻 Tech support
Technical Support Role Play: Frustrated Customer
Tech support is about patience and plain language. The agent avoids jargon, gives one step at a time and checks understanding.
Script (2 speakers)
Customer: [stressed] The internet's been down all morning and I have a work call in twenty minutes.
Agent: Let's get you online before that call. Are you near the router, the box with the lights?
Customer: Yes. One light is blinking red.
Agent: Perfect, that tells me a lot. On the back there's a small hole labelled "reset". Do you see it?
Customer: Um... yes. Tiny hole.
Agent: Great. Don't press it yet. First, unplug the power cable, count to ten, and plug it back in.
Customer: Okay... <long pause> The lights are coming back. Green!
Agent: That's what we want. Try opening any website.
Customer: <phew> It works. You're a lifesaver.
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What Makes This Work
- ✓Acknowledges the time pressure
- ✓Uses plain words ("the box with the lights")
- ✓One step at a time, confirming each
- ✓Tries the simplest fix first
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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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