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Customer service role play with customers who push back

Customer service role play scenarios usually mean two colleagues taking turns being polite. Ebbing's customers are upset, impatient or about to cancel. They answer in a real voice, and every call is scored against your service standard.

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Client call after two quarters of poor results, rep 3

Listening to you

Mark Hollis

VP of Marketing

0:04 so farUp to 10:00

What has been said

    You are scored on

    Finds what the client is really worried about. Offers a clear way forward. Leaves the relationship stronger.

    End and get my score

    Why role play with a colleague falls short

    • It is too kind

      A teammate playing the angry customer calms down as soon as you apologize. Real customers do not.

    • Scripts fall apart under pressure

      The words on the page assume a customer who lets you finish. The skill is what you do when they interrupt.

    • Quality review comes after the customer felt it

      Scoring real calls tells you what went wrong last week. It does not give anyone a second try.

    Customer service training with a second try

    Your rubrics, your personas and your real calls, so the practice matches the job.

    • Customers with a temperament

      Each persona has a voice, a reason to be upset and things they will only say if they feel heard.

      Mark is speaking

      Mark Hollis

      VP of Marketing

      3:12 so farUp to 10:00
      “Two quarters. I need to understand why I should expect the third to be different.”

    • Scored on your service standard

      Write the skills and what strong and weak look like for each, or start from a shared playbook and change it.

      Scored against Tough client conversation
      • Owns the result without excuses
      • Finds what the client is really worried about
      • Offers a clear way forward
      • Leaves the relationship stronger

    • Practice beside real calls

      Score the transcript of a real call on the same rubric and see, skill by skill, what carried over.

      SkillIn practiceOn real calls
      Finds what is really going on
      Handles pushback without pitching
      Agrees a clear next step
      Opens with a reason to talk
      Discovery holds up in practice and drops two levels with a real buyer. That is the next thing to assign.

    More ways teams use Ebbing

    Give your team the reps before the customer is on the line

    Tell us who you are and which conversations matter most. We will set up your first roleplays with you.

    Request early access

    Access is by invitation while we bring on our first teams.