AI role-play
Practice real scenarios with an AI customer. Get live coaching while you talk.
Scenario 03 of 12 Live00:34
Angry customer — refund denied after 30-day window
Customer bought a blender 34 days ago, it broke on day 32. Company policy: 30-day returns. Find a path to resolution without breaking policy.
Michael (customer) · 00:02
Listen — I bought this blender just over a month ago. It BROKE. I want my money back today.
LD
You · 00:08
I hear you, Michael. That's frustrating, especially when you need it for your business. Tell me what happened?
Michael (customer) · 00:19
It just stopped. Thirty-FOUR days. You're telling me four days is the difference between me getting help or not?
LD
You · 00:28
I understand how that sounds. Our policy is 30 days for refunds — but we can still help. Let me check your warranty options…
Michael is typing back…
LISTENING · 00:12
Live coach
listeningObservations
Acknowledged emotion before solving
00:08Named the customer — builds trust
00:08Said "policy" without softening
00:28Try "our standard window" to reduce friction
Haven't offered alternative yet
nowPivot to warranty or store credit soon
Running score
Empathy82
Clarity74
Policy use62
Resolution48
67
Composite
Trending up
Persona
Michael, 42, small business owner, tone: escalating