A very upset customer — Customer Support Specialist · Pretender
Mr Costa, a fictional customer of the Lumi bike shop, calls: his new e-bike battery died on the way to work for the second time. He's shouting and says he's “done with Lumi”. Calm the call down and agree a real solution.
Decisions · ~4 min
Your role
You're the support agent on the phone (in this game).
Your goal
Calm the call down and agree a real solution.
What you know
- The bike is under warranty for 2 years.
Limits
- If a caller insults you personally, you may end the call politely — your wellbeing matters too.
Success looks like
- Stays calm — You didn't argue back.
- Acknowledges — You named the problem and the frustration.
- Real solution — A clear next step with a date.
Skills you used
- Empathy — Understanding how others feel.
- Communication — Saying things clearly and kindly.
In real life
Support teams train in de-escalation: listen, acknowledge, ask, then solve. Good companies also protect their staff, who can end abusive calls.
Customer Support Specialist
Solve people's problems kindly and fairly.
Explore next
- Software Developer — Build the apps and tools people use every day.
- Lawyer & Mediator — Help people solve disagreements fairly.
- Project Manager — Lead a team from idea to finished project.
Keep exploring
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