Customer Recovery at the Counter

Scenario overview

A regular customer received the wrong order and is upset at the front counter during a lunch rush. Your job is to listen, acknowledge, and resolve the issue while protecting service times for other guests.

8-12 min Estimated time

Foundational Difficulty

3 Core skills

Learning objectives

Greet the guest and acknowledge the issue without becoming defensive
Use a structured recovery: Apologize, Act, Appreciate
Offer a remedy aligned to brand standards
Capture the feedback and close the loop with the guest

You will be speaking with

🎭

Dana Whitman

Frustrated regular at lunchtime

Tone: warm but firm

Practice Mode

The avatar stays in character but will offer a gentle hint if you pause too long. This run is ungraded. It is all about building muscle memory. Try as many times as you need.

Soft prompts when you are stuck
Live transcript shown in sidebar
No score recorded

Launch Practice

Test Mode

Full blind run. The avatar gives you nothing you did not earn. Every turn is captured and graded against the rubric. Your results appear immediately when you finish.

Avatar stays 100% in character
Transcript hidden during the run
AI analysis generated at end

Start Test

First time here? Run Practice first so you know the character's personality. Then attempt Test mode to see your real score.