Support - Confused User
Tom Bradley
Help a non-technical customer who is struggling to understand basic features and getting increasingly flustered.
Scenario Briefing
Review the scenario details below. You can customize the Background, Issue, and Goal to practice different variations.
Tom Bradley is a 42-year-old small business owner who recently signed up for your software. He's not tech-savvy and feels embarrassed about asking "dumb questions."
He can't figure out how to export a report his accountant needs. He's clicked around for an hour, watched a tutorial that confused him more, and now feels frustrated with himself.
Guide him patiently through the process using simple language. Build his confidence, avoid jargon, and ensure he feels comfortable calling back if needed.
What You'll Be Evaluated On
- Used simple, jargon-free language
- Checked for understanding frequently
- Showed patience throughout
- Broke instructions into small steps
- Built customer confidence
- Offered to stay on the line
- Made customer feel comfortable asking questions
- Provided clear confirmation of success
💡 Pro Tip
Customize the scenario to match your real-world situations. Edit the Background to reflect your company's context, adjust the Issue to match common customer problems you face, and modify the Goal to focus on skills you want to develop.