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System simulations

Practise the workflow before touching a live account

Give people a safe place to practise your tools alongside the customer conversation. Rehearse the steps, judgement and explanation that a slide deck cannot test.

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Illustrative product view · Fictional training scenario

What changed

When this becomes a priority

  • Client tools have no training environment

    A learner cannot safely explore a client tool if the only available account is in production. Rehearse the relevant workflow with fictional records before granting live responsibility.

  • A training sandbox competes with product engineering

    Building a separate training environment creates work beyond the first build: test records, access and changes all need an owner. Evaluate the ongoing effort as well as the first demo.

  • A correct answer still needs a correct action

    Finding the right policy is only part of the job. The learner also needs to select the correct record, carry out the permitted action and explain it to the customer.

The scenario

A customer charged twice, on their second call

Each attempt is assessed against your Scorecard and the process you want Learners to follow. Feedback highlights what to improve before they try again.

  • Who

    A long-time customer who was charged twice this month, has already called once and is ready to cancel.

  • Where

    Phone. The same Simulation runs on chat and email, or without a customer to practice the steps alone.

  • In which tools

    A working replica of your billing tool, with the customer's invoices and the refund form.

Phone call
  • Customer

    This is the second time I'm calling. You took my payment twice and nobody has fixed it.

  • YouStep 1, Passed

    I'm sorry you've had to call back. I can see both charges, and I'm refunding the duplicate now.

Billing
Invoice 4471
$89.00, paid 2 October
Invoice 4472Step 2, Passed
$89.00, duplicate
RefundStep 3, Passed
$89.00 to card ending 4410
Wrap-up codeStep 4, Missed
Not set

Illustrative practice attempt · 3 of 4 steps passed

  1. Calm the call

    Say

    Own the problem, stay calm on a second call and explain when the money will arrive.

    Passed

  2. Find the duplicate

    Do

    Open the account and spot the two charges on the same day.

    Passed

  3. Refund the right amount

    Decide

    Refund the duplicate charge only, not both invoices, and add nothing on top.

    Passed

  4. Set the wrap-up code

    Do

    Log why the customer called so the report is right. The Learner left it blank.

    Missed

How it's scored

Assess the work, not just the answer

Set criteria for this role and scenario. Use the feedback to guide another attempt or a conversation with a trainer.

  • Communication

    Explain the refund and when the customer should expect it

  • System actions

    Identify the duplicate charge and refund the correct amount

  • Judgement

    Apply the refund policy and record the reason for the customer contact

Common questions