A man calls customer service because his package shows as delivered, but it never arrived. Listen for where it really went, and for why the timing matters to him.
Step 1 of 6
Listen first
No text yet. Listen for who, where and what goes wrong.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
- AgentText hidden. Listen first.
- ChenText hidden. Listen first.
Practice · 3 min
Record Chen's line "So what am I supposed to do? It's a birthday present for my mom, and her party's on Sunday." Compare it with the model. The first question shows frustration, and the second sentence gives the reason it matters. That reason is what moves the agent from rules to solutions.
Your recording stays on this device. Nothing is uploaded.
Say it today
Use it once in a real conversation before tomorrow. Out loud counts, even to yourself.