Customer Service
Scenario library
Realistic customer interactions to read, think about and practise. Each one shows the situation, a good approach, and questions to reflect on.
A client queries a charge on their account
A managed-services client thinks they've been billed twice. Practise checking the record calmly and explaining clearly.
A worried family member calls about their parent's care
A client's daughter calls with concerns. Practise empathy, privacy and clear next steps.
Handling a complaint that needs to be escalated
A customer is unhappy with how an issue was handled and asks for a manager. Practise the escalation process.
Scheduling a kick-off meeting for a consulting project
Practise professional internal communication, coordinating people and writing a clear agenda.
Answering a product question that needs a bit of research
A customer asks something you don't know off the top of your head. Practise finding a reliable answer and replying clearly.
Replying to an email about a delayed online order
A customer emails asking where their order is. Practise clear, friendly written communication.
A customer wants to return a faulty kettle
A walk-in customer is frustrated about a product that stopped working. Practise calm, fair service.
An IT client whose email has been down all morning
A business client calls the Service Desk, stressed and behind on work. Practise calm phone support.