When a customer calls angry

The angry customer, handled before they call.

Let them vent, understand, propose a remedy without over-promising. Practised out loud with the AI-Trainer, on a ready-made Situation and on your own case, before the real call.

Try it free Buy
  • One ready-made Situation: the angry customer who wants to cancel
  • With purchase, the Situation on your own case for your Participants, created from a website or a PDF
  • After every Simulation, Feedback on five observable criteria

Arenia currently runs in Italian: Situations, the AI-Trainer's voice and the Feedback are in Italian.

A customer care agent with a headset talks with a customer in front of the computer
Simulation Feedback Diagnosing the problem one of the five criteria of “The angry customer who wants to cancel” · illustrative example

The ready-made Situation, and yours

The customer who wants to cancel is ready. The typical complaint in your line of work you create yourself, from a website or a PDF.

Ready-made Situation Sales techniques

The angry customer who wants to cancel

In Arenia: «Il cliente arrabbiato che vuole disdire»

The AI-TrainerOwner of four bakeries, a customer for three years: angry because the tills froze on a Saturday, he wants to cancel.

The person practisingContain the customer's anger, propose concrete remedies and get him to put the cancellation on hold.

The five Feedback criteria · 1–5 scale · in Italian in the product

  • Containing the emotionContenimento dell'emozione
  • Diagnosing the problemDiagnosi del problema
  • Taking responsibilityAssunzione di responsabilità
  • Concrete solution with a timelineSoluzione concreta con tempi
  • Winning back the commitmentRecupero dell'impegno
Buy and practise Try it free first
Your own Situation included in the price

The typical complaint in your line of work

Start froma website or a PDF: your product, your customer, your organisation.

A websiteA PDF

What you can create

A saleA negotiationAn unhappy customerA team member

The FeedbackFive criteria written for your case, as for the ready-made Situations.

Buy and create yours How it is created

Feedback after every simulated call

  • As soon as the Simulation ends, the person answering reads their Feedback.
  • Five criteria on a 1–5 scale and a pointer for the next attempt.
  • All the Feedback stays in their Individual Sheet, dated.
  • It describes behaviours in a Situation: it is not a judgement of the person.

How it works, in practice

  1. Choose or create the Situation

    A ready-made Situation, or yours: from a website or a PDF.

  2. The person answering talks out loud with the AI-Trainer

    From their own login, whenever they need to, in Italian. The AI-Trainer plays the angry customer.

  3. Read the Feedback, and try again

    Five criteria and a pointer. Try again until the conversation holds.

Only the microphone, never the camera. The other party is declared as artificial intelligence. Arenia does not keep audio or video recordings of the Simulation.

Two agents with headsets working at their laptops

A call you don't choose.

But you can come to it prepared: without getting defensive and without over-promising.

What it trains well, and what it does not

Arenia does not replace the trainer: it amplifies practice and makes it visible.

Works well

  • The start of the callLetting the customer vent without arguing back and without justifying yourself.
  • The right apologyTaking responsibility for what did not work, without over-promising.
  • The closeA remedy with a timeline and a commitment to stay.

Not the right place

  • The real technical problemWhat you can offer depends on your rules: the AI-Trainer knows your case only if you put it into the Situation.
  • A formal disputeA complaint that turns into a legal matter follows other routes, not a conversation.
  • A judgement of the personThe Feedback describes behaviours in a Situation, not who is good and who isn't.
A customer care agent wearing a headset with a microphone listens calmly and attentively at the start of a call, at a bright workstation.

You can start today, in four steps

From the trial to your people's first Simulation, without waiting for anyone.

  1. Try it free

    5 Simulations out loud, each followed by your Feedback. All you need is your email.

    Try it free

  2. Buy online

    By card, per Participant, from one to twelve months. Prices are public.

    See pricing →

  3. Set up the practice

    Choose the ready-made Situations or create yours, from a website or a PDF.

    How it is created →

  4. Invite your people

    Each person gets their own login and practises when they need to.

    Buy →

From 100 Participants up: ask us for a quote. Selling training? Pricing for training providers.

Questions about practising with unhappy customers

If your question isn't here, the quickest answer is to try it: a spoken Simulation, free.

Try it free

One: the angry customer who wants to cancel, in the group of sales Situations. For the typical complaint in your line of work there is the Situation on your own case: after purchase you create it from a website or a PDF, and it is included in the price.

Only if you put them into the Situation on your own case, starting from your website or one of your PDFs. You try it yourself before giving it to Participants. If you want us to prepare it, that is a separate offer: let's talk.

No. The Participant enters the Situation and speaks: no instructions to write, no tools to choose, nothing to configure. You need a microphone; you do not need a camera.

The Participant, in their Individual Sheet. A company buying for itself manages who practises but does not read the Individual Sheets. If the practice comes through a training provider, the trainer reads them in the Trainer Area and the client receives the Class Sheet, without names. It is never used to compare people or for personnel decisions.

Yes. The free trial is 5 Simulations out loud with the AI-Trainer, each followed by your Feedback; all you need is your email: try it free (page in Italian). After purchase you also find the angry customer who wants to cancel, and you can create the Situation on your own case.

Other areas

The same way of practising, on other conversations.

A professional in a navy suit on the phone with a customer, in a bright office SalesWhen you bring in a new salesperson. A manager talks with a colleague in a one-to-one meeting, at a meeting-room table LeadershipWhen you promote a new manager. Two colleagues in jackets talk and listen to each other in a bright office Soft skillsWhen the hard part is working with others. A negotiation at the table: two professionals examine the documents facing the other party NegotiationWhen there's a deal to close. A candidate in a camel blazer, seated at the table, listens attentively to two interviewers in a bright office Job interviewsWhen someone is preparing for an interview. A trainer leads a small group in a bright meeting room, with a screen Corporate trainingWhen a company course ends in the classroom. Hands on a laptop on a light wooden table, next to documents and a glass of water Your own caseWhen the conversation that matters is yours alone.

Try a Simulation yourself.

The free trial is 5 Simulations out loud with the AI-Trainer, each followed by your Feedback: all you need is your email. After purchase you also find the angry customer who wants to cancel, and you create the Situation on your own case.

Try it free Buy

For your company: pricing and terms. Selling training? Pricing for training providers.

Try it free
Try it free