Role-play scenarios are designed to give you a safe space to practise your skills with an AI-powered resident. In this scenario, take an inbound call from Ms. Sanders who wants to cancel their installation. You must listen and help her to resolve her issue.
This role-play course gives learners a safe space to practise handling a resident who wants to cancel a scheduled low-carbon heating installation. Set at the fictional retrofit installer EcoSolutions, it places the learner on an inbound call from Ms. Sanders, an AI-powered resident whose reason for cancelling must be uncovered before any resolution is offered. The AI responds to exactly what the learner says and how they say it, there is no script, no on-screen prompts, and no safety net.
Key Concepts: Retrofit installation, Low-carbon heating systems, Cancellation handling, Active listening, Empathy, Open questioning, Root-cause exploration, Resolution matching, Resident communication, AI role-play, Adaptive conversation, Internal company process
You'll practise letting the resident speak, picking up on what is said and what is implied, and resisting the pull to jump to a solution. Because the AI reacts to tone as well as content, the call rewards attentiveness and punishes assumption.
You'll practise using open questions to reach the real driver behind the cancellation, which may sit beneath the reason first offered. Establishing this before acting is the primary success criterion for the scenario.
You'll practise acknowledging the resident's reason genuinely rather than formulaically, so that whatever you propose next lands as a response to her situation rather than a standard script.
You'll practise matching a resolution to what you have discovered, accepting that the correct outcome may not be the one you expected and may not be retention of the booking. The scenario is designed so that the appropriate resolution varies with the reason.
