Spot the scam message
Find 3 warning signs before you reply.
Calm an angry customer
Pick replies in English and Roman Urdu, and watch the mood change.
Try it
Takes about 2 minutes.
The problem
New staff learn the complaint script, then freeze when a real customer is upset.
Who it's for
Call centres, branch staff, delivery and internet service teams
Before and after
See how we make a difference
Before
A typical training
- A script to memorise.
- A list of dos and don'ts.
- A recreation of a common training, not a real client's.
After
Redesigned
- Change 1: A conversation staff steer themselves, in the mix of Roman Urdu and English customers really use.
- Change 2: The customer's mood shows on a line from upset to calm.
- Change 3: A poor reply makes things worse, then they try again.
- Reason for change 1: Safe practice for a hard conversation, before it's real.
- Reason for change 2: Seeing the mood change makes the effect of each reply clear.
- Reason for change 3: Staff leave with one rule: name the feeling, then give a clear next step.
In person
Using this in a workshop
In a workshop, pairs try it, then compare choices and act out the call. Afterwards, we send the link as practice for the next 2 weeks.
How we'd build this for you
A conversation that branches
This activity is one example of a pattern that works in almost any subject. Here's how the same idea could look in yours.
- HealthcareBreak difficult news to a patient's family.
- ManagementGive feedback to a colleague who missed a deadline.
- TeachingTalk to parents who are unhappy with a result.
- SalesHandle a customer who says the price is too high.
- Public servicesHelp a citizen who has been sent away twice.
We build it with your subject experts and your own examples, for your workshops and your learning platform. Every piece works on phones, by keyboard and with screen readers.
Free to use
Use it in your teaching
Add this activity to your own course or training, free, with credit to ApexID.
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