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 a resident raising concerns during the post-installation aftercare period. Listen, reassure, and log the issue for follow-up.
This role-play course gives you a safe space to practise handling a resident who has some concerns about a recent installation. Set at the fictional retrofit installer EcoSolutions, it places you on an inbound call from a resident whose home has received a full upgrade (solar PV, an air source heat pump and external wall insulation) and who has concerns about one of the new systems. The AI responds to exactly what you say, there is no script, no on-screen prompts, and no safety net.
Solar PV, Air source heat pumps, External wall insulation, Whole-house retrofit, Post-installation support, Genuine fault versus knowledge gap, Acknowledgement, Empathy, Plain English explanation, Complaints and make-good processes, Practical next steps, AI role-play, Internal company process
You'll practise making clear that the resident's concern has registered before you move toward explanation or action. Post-installation calls often arrive after a period of the resident living with the problem, so acknowledgement carries more weight than it does mid-project.
You'll practise responding to what the situation means for the resident in her own home and running costs, not only to the technical question.
You'll practise the core judgement of the scenario: distinguishing a system that is genuinely faulty from one that is working as designed but behaving in a way the resident did not expect. Getting this wrong sends the rest of the call down the wrong route, either escalating a non-issue or dismissing a real one.
You'll practise describing how solar PV, heat pumps and external wall insulation behave in everyday terms, without technical shorthand. Heat pumps in particular run differently from the gas systems most residents are used to, and much of the value of this call lies in closing that gap.
You'll practise setting out procedures such as complaints handling or make-good work in terms the resident can follow and act on, rather than describing them as internal workflow.
You'll practise closing the call with next steps that are specific and achievable, so theresident knows what happens now, what she should expect, and what, if anything, she needs to do.
