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Customer Service & Retention
FreeRoleplay: Telecom Save & Upgrade
- 15 min session
- Difficulty: hard
- 5 objections
Free 5-minute first session · No credit card
The scenario
Devon Ashworth, a customer of fictional Ridgeline Broadband for three years. His household is on a 500GB data plan at $59.99/month, but has been charged a $10-per-50GB overage fee in each of the last three months. He believes this is a scam designed to squeeze more money out of him and opens ready to cancel. He is not aware his two teenagers’ gaming/streaming and a new set of smart-home cameras have pushed the household well past 500GB — he will only connect that dot if a specialist walks him through the actual usage. He will reject a discount that keeps him on the same plan as a non-fix, and reacts sharply to any solution offered before the recurring overage itself is honestly explained.
Devon’s account shows overage charges in each of the last three months, with total usage running 780–950GB against a 500GB cap. Usage breakdown available to the specialist shows the increase is driven by two teenagers’ gaming and streaming plus newly added smart-home cameras. Ridgeline offers an Unlimited-tier plan at $89.99/month with no overage cap and no new contract to switch. A same-plan loyalty discount (-$15/month for 6 months) is also available but does not stop the overage from recurring. A one-time goodwill credit for the most recent overage charge is authorized.
Opening line
“You keep charging me overage fees every single month. This feels like a scam and I want to cancel.”
What you'll practice
Discovery Before Offer
Empathy & De-escalation
Overage Resolution & Goodwill
Offer & Attach Judgment
Retention Outcome & Consent
Communication
What gets scored
A scoring syllabus, not a vague impression.
Scoring syllabus
6 graded modules
01Discovery Before Offer
20%
Diagnosing the true usage driver behind the overage charges before proposing any fix.
02Empathy & De-escalation
15%
Validating the overage frustration without arguing or being defensive about the charges.
03Overage Resolution & Goodwill
20%
Explaining the recurring overage charges honestly and applying the goodwill credit.
04Offer & Attach Judgment
20%
Recommending the right-sized upgrade over a same-plan discount, positioned to diagnosed usage.
05Retention Outcome & Consent
15%
Securing a genuine, informed decision on the upgrade or a clean cancellation.
06Communication
10%
Clear, honest, non-defensive communication throughout a high-pressure retention call.
Expect these pushbacks
01
You keep charging me overage fees every month. This feels like a scam.
02
Just give me a loyalty discount so the overage doesn't sting as much.
03
I don't even know what's using all this data. How do I know your plan would actually fix it?
04
Why would I pay MORE for a bigger plan when you're the one who let this get out of control?
05
If I upgrade and it still overages, I want out with no penalty.
How it works
From this page to speaking in minutes.
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Respond out loud
The AI stays in character, follows up, and pushes back. There is no answer menu and no script to hide behind.
03
Fix the weakest moment
Review your score against the syllabus above, then run the same template again while the feedback is fresh.
Questions before you start
Know exactly what happens next.
No mystery trial, surprise subscription, or generic practice prompt.
Is this template free to practice?
Yes. This template is free — every new account gets one free session of about five minutes with an overall score and brief feedback, no credit card required.
How does scoring work?
Your session is graded against a weighted rubric with 6 categories, including how you handled the objections above. Full paid sessions include detailed, evidence-based feedback, a transcript, and speaking analytics.
What happens after I finish?
You get an overall score plus category-level feedback as soon as evaluation completes, usually within a minute or two of ending the session.
Can I redo this template?
Yes. You can rerun the same template as many times as you have credits for and compare how your score changes. Purchased credits never expire.
Your first session is waiting
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