Answer the call.
Practice for real.

Privacy Boundary

Situation

A friendly but persistent caller asks for a client team member's schedule and location.

What you know

The caller says the matter is urgent, but private calendar and location details must stay protected.

Your job

Hold the privacy boundary, stay helpful, and offer a useful next step without disclosing private information.

Select this scenario, then start the call. The caller begins right away and coaches you before hanging up.

Service Recovery

Situation

A frustrated client calls because guests are waiting, the room is not ready, and the display is not working.

What you know

The impact is already happening, and the caller needs to hear that someone has taken ownership.

Your job

Listen, acknowledge the impact, apologize directly, name the immediate action, and promise a specific update.

Select this scenario, then start the call. The caller begins right away and coaches you before hanging up.

The Escalation

A client's office manager calls about a double billing charge, and she is not happy. Your job: stay warm, take ownership, and recognize that billing disputes go to your Manager — hand off so she only tells her story once.

Select this scenario, then start the call. The caller begins right away and coaches you before hanging up.

The Hidden Prospect

A friendly caller has a quick question about meeting rooms. Or is that all it is? Your job: answer warmly, stay curious, and don't let an opportunity hang up on you.

Select this scenario, then start the call. The caller begins right away and coaches you before hanging up.

The Pretext

The caller sounds completely legitimate and just needs one small piece of information about a client. Your job: reveal nothing, stay kind, and offer a safe path instead of a wall.

Select this scenario, then start the call. The caller begins right away and coaches you before hanging up.