AI role-play: handle a heated customer complaint over the phone
Kylian is shouting, interrupting and swearing over a TV that does not match its description. Stick to the procedure, bring the tension down without returning his rudeness, and offer a clear plan.
The situation
You are a senior adviser in the customer service team of a major e-commerce marketplace. Kylian Arnaud is calling about a 43-inch QLED TV ordered from a third-party seller: the product he received does not match the description.
He was on holiday when the delivery, which was late, arrived, and collected the parcel when he got back. The 15-day return period in the seller's terms has passed, but the non-conformity is covered by the legal guarantee of conformity, which takes precedence. The procedure gives the seller 48 hours to respond.
Kylian is young and very worked up: he talks loudly, interrupts you and starts swearing. He takes it out on the company, never on you personally, and only calms down in response to what you actually do.
A regular customer, impulsive, abusive under pressure and very demanding.
Phone call, TV unboxed on the floor, no paperwork to hand.
Your goal
- Rephrase the situation precisely: non-conformity, late delivery, holiday.
- Bring the tension down without returning his rudeness, commenting on his tone or threatening to hang up.
- Announce the 48-hour timeframe with empathy and a clear reason, without jargon.
- Invoke the legal guarantee of conformity to answer the point about the expired return period.
- Close with a concrete plan: timeframe, follow-up channel, next step.
What the debrief looks at
- A precise rephrasing of the situation.
- Announcing the 48-hour timeframe, with empathy and a reason.
- The legal guarantee of conformity, invoked appropriately.
- Composure maintained despite repeated rudeness.
- A close with a concrete plan.
Your turn
The trial runs in your browser, no account needed. Have a microphone ready and a few quiet minutes.
Your own scenarios, built on your real cases
Describe the situation
Your trainers describe the case to SAM, Face Up's authoring tool, and add their documents.
SAM builds the simulation
Persona, setting, scenario and debrief rubric, with no code, in more than 60 languages.
Your teams train
From Face Up or from your LMS, via SCORM or LTI 1.3, with a debrief after every session.
Frequently asked questions
How does this AI role-play work?
It's an audio call: you talk with Kylian, an AI persona who escalates quickly and only calms down in response to concrete action, for up to 7 minutes. Expert level.
Do I need an account to try it?
No. The trial runs directly in your browser, with no account and no credit card. Your browser only asks for access to your microphone.
What does the debrief cover?
The debrief looks at your rephrasing, how you announced the timeframe, your use of the legal guarantee of conformity, your composure in the face of rudeness and the quality of the plan you offer at the end of the call.
Can we adapt this scenario to our own cases?
Yes. With the SAM authoring tool, your trainers describe the situation and start from your documents: SAM builds the persona, the scene, the scenario and the debrief rubric, with no code. Simulations then plug into your LMS via SCORM or LTI 1.3.
