For teams
Front desk: rehearse the difficult guest before they arrive
For hotels, practices and retail: a practice room where your team plays the conversation with the angry guest through once — before they are standing at the desk.
The guest at 11 pm, paid, and no room left.
The caller who has explained her problem three times to the voice menu — and now reaches a human.
What the practice room does
- The counterpart plays the difficult guest — overbooked, loud, "get me the manager" — and calms down when your colleague hears them instead of quoting the policy.
- In English, Spanish or German — also for rehearsing in a second language.
- Three levels: from the annoyed guest who accepts the first real option to the one who brings up money and lawyers.
- Feared sentences with a calm answer to keep ready: "I paid, so I have a room."
- A coach for a time-out in the middle — and afterwards a debrief that only the person practising sees.
- The debrief says in plain words what counts in the first two lines: Was the guest heard first? Was there an option instead of a no? Did "not my department" slip out?
Example An excerpt in Spanish — the practice room also speaks English and German, and anyone who wants to can rehearse in their second language.
- Guest
Tengo la reserva pagada y me dice que no hay habitación. ¡Son las once de la noche!
- Front desk
Sí, ha pagado, y esta noche tiene una cama. Le digo ahora mismo dónde y cómo llega: hotel asociado a cinco minutos, el taxi lo pagamos nosotros, desayuno incluido.
- Guest
A cinco minutos… Y el taxi lo pagan ustedes. Vale. ¿Dónde espero el taxi?
How your team starts
- Open the link — no account, no app, works on a phone during the break.
- Pick a situation or describe it in one sentence, pick a level, go.
- Exchange five or six lines, read the debrief — and run it again right away, one level harder, if you like.
What it is not
- Not quality assurance. No recording, no score per person, no link to real calls or conversations.
- No individual data. No account, no names; the rehearsal is deleted after the debrief. The employer sees nothing either.
- No scripts. No greeting formulas, no "the customer is always right" — what gets rehearsed is the conversation that is hard.
The pilot offer
A free pilot period for your organisation with its own entry link for the team. On request, anonymous totals once a month — how many rehearsals, which situations — and only from ten people practising, so that nobody can be picked out. Plus a short kickoff for the team, if you want one.
Contact via the address in the imprint; reply on the next working day.
To be honest: unlike this website, the practice room works with a language model. It runs locally on our own servers in Germany, nothing goes to third parties, and nothing is kept beyond the session. For adults, 18 and over.