For companies where people talk to customers: branches, call centres, sales

Customer conversation training
you can measure.

Your people rehearse hard conversations with simulated customers before they meet them for real. After each conversation they get feedback backed by what they actually said. You see who is ready.

Book a demo See it in practice

A contact-centre call (in Czech): an agent and a simulated customer cancelling a subscription after a price rise. Both characters are synthetic.

Why it matters

The conversation decides. It is trained the least.

People learn products and procedures from a course. How to handle an angry customer, an objection or a defection to a competitor, they learn on real people. And that costs money.

New hires learn on your customers

In the first months they make mistakes live: promise what they cannot deliver, miss what mattered, lose their footing. Every such mistake is a lost customer or a complaint.

Role-play does not scale

A workshop once a year, a colleague playing a lenient customer, a manager with no time to listen in. Practice is missing exactly where it is needed most.

Assessment rests on impressions

Who handles objections and who does not, the manager knows by feel. Proving it in an audit, a certification or a dispute about what was said is impossible.

In practice

One call on the line. From pick-up to evaluation.

A concrete example from the video above: a contact-centre agent and a customer cancelling a subscription after a price rise.

1

The customer calls

Petra, 36, two kids, a higher mortgage payment. She wants to cancel and refuses to be talked round. The simulated customer has a personality, limits and something she will not say until someone asks well.

“I know it is not your fault, but I want to cancel the subscription.”
2

The agent leads the call

Speaking or typing. Every sentence moves the customer’s trust and mood. Start persuading and she goes cold. Confirm the cancellation right away and offer options without pressure, and she stays calm, sometimes even stays a customer.

“I am not here to talk you round. I will cancel as of today and e-mail the confirmation. Just so you have the full picture…”
3

Evaluation with evidence

After the call the agent gets five scores and a checklist: verified identity, summarised the issue, gave a ticket number, did not sell during a complaint. Every item quotes a sentence she actually said. No sentence, no score.

Met: “Cancelled, ticket P-48377, confirmation in your inbox within the hour.”
4

The manager sees who is ready

The whole team’s results in one place: who handles complaints, who pushes sales, who needs time. The same customer for everyone, so people can be compared. Certification with a PDF record.

“Three people on the line need to practise cancellation calls. Everyone else passed.”

How the product works, in detail

What you get

Faster new hires, fewer lost customers, provable quality.

None of it needs a new trainer or another workshop. Just the time of the people who practise, and a few minutes of a manager over the results.

New hires ready in weeks

Dozens of hard calls in simulation before the first real one. No one else’s time, no live mistakes.

Objections and complaints under control

Defection to a competitor, price rises, complaints, price pressure. Whoever handles it in simulation handles it live.

Proof instead of impressions

Every evaluation backed by an exact sentence. Certification, audits and disputes about what was said have something to stand on.

Getting started

Three weeks from the first meeting to the first results

We start with what you have: your products, your customer types, your rules. Ready-made industries exist; your own scenarios we build together.

Week 1: demo and choosing situations

We show you ready-made customers from your industry and pick three to five situations your people struggle with most.

Week 2: your customers and rules

We add your products, prices and checkpoints (what must be said, what must not). You review and approve the scenarios.

Week 3: pilot with one team

Ten people, two weeks of practice, results on the table. Then you decide whether to go further.

Contact

Want to see it with your customers?

Thirty minutes: one call or meeting, the evaluation and the team results. Happy to prepare a demo with your products and situations.

Karolína Tancer Nefová +420 775 370 090 nefovakar@gmail.com