Customer support conversation practice
Train support agents to handle severe complaints and outages that breach service-level agreements (SLAs). Practice de-escalation and response times.
Scenario catalog
Severe outage de-escalation
An enterprise customer calls shouting about an active system outage that violates their SLA. Agents must calm the customer and give clear updates.
Skills scored
Acknowledging frustration & response time
Refund policy dispute
A customer demands a full refund on a non-refundable custom plan. Agents must explain terms clearly without damaging the relationship.
Skills scored
Script adherence & avoiding escalation
Account cancellation retention
A subscriber calls to cancel their contract immediately due to high cost. Agents must uncover the underlying issues and offer retention options.
Skills scored
Finding the real issue & offering retention options
What Dehurdle measures
Empathy and calm delivery
Live hints flag fast pace and long monologues, and scorecards analyze pace and pauses, so agents learn to listen actively and respond calmly to pushback.
SLA compliance
Grade agents on how quickly they identify SLA categories and route technical issues to the right engineering team.
Retention playbook use
Train agents to introduce tailored discount programs or onboarding help before processing cancellations.