Tell an enterprise customer the feature isn’t on the roadmap
They were promised it in the sales cycle.
Solutions · Support
Customer service training with real scenarios
For the calls that test trust.
Harco is a customer service training platform where support and claims teams practise refusals, complaints, denied claims and angry customers out loud with a realistic Character before they happen for real.
The conversations your teams rehearse
The moments support teams face, across industries.
Tell a policyholder their claim is denied
The exclusion is clear. Their situation isn’t simple.
Handle a complaint threatening to go to the ombudsman
Calm the client down without admitting fault.
Refuse a refund outside policy at the till
The queue is growing. The customer is filming.
Explain a blocked account for compliance reasons
You can’t say why. You still have to say something.
Tell a family about a long delay
They’ve waited four hours. Nothing will change soon.
De-escalate an aggressive patient at reception
Stay safe, stay kind, hold the line.
Chase a client for an overdue invoice
Sixty days late, and you’re pitching phase two.
Who uses Harco for support
Front line
Customer service agentsCall-centre teamsFront desk & receptionReturns deskLive chat agents
Specialists
Claims handlersComplaints officersCustomer success managersTechnical supportCollections teams
Leads
Support team leadsContact-centre managersQuality & training leads
How it works
- 1
Pick the situation
Start from your own documents, scripts or a ready-made scenario.
- 2
Have the conversation
Out loud, with a Character who reacts like the real person.
- 3
Get the debrief
What landed, and the one thing to change next time.
Why practice matters for support teams
53%
of consumers say they will cut their spending after a bad customer experience.
45%
of bad customer experiences involve communication problems.
39%
of bad customer experiences involve the interaction with an employee.
Questions and answers
What customer service scenarios can teams practise?
Refusing a refund, explaining a denied claim, handling a complaint that threatens to escalate, announcing a delay, calming an aggressive customer, and any situation you add yourself.
Can it follow our policies and tone of voice?
Yes. Admins add your policies, product knowledge and tone in Harco's Studio, and the Character and the debrief use them.
Is it useful for onboarding?
Yes. New agents follow a thread of moments that get harder over the weeks, so they have heard the difficult calls before their first real one.
How is it different from e-learning?
Agents don't click through slides. They speak with a Character who reacts to what they say, then get a debrief on what calmed the customer and what didn't.
How long does a session take?
Around 5 to 10 minutes, easy to fit between shifts.
Related
Support in your industry
Other teams
Get your support teams ready.
See Harco on your own documents, in 30 minutes.