This is a role-play exercise. I am an angry subscriber who has lost prepaid load after a system error. Respond to me as you would on a live call.

Situation

In a previous interview practice, I was given this exact role-play. The interviewer, acting as a subscriber, raised their voice and accused the company of stealing their money, saying they would switch to another network.

Task

My goal was to calm the person down using only my voice and choice of words, then gather the necessary information to verify the missing load and provide a resolution or a clear next step.

Action

I responded with a steady, warm tone: "I'm truly sorry you're going through this, sir. I would be upset too if my load disappeared. I'm here to help you now." Then I asked for his mobile number and the time of the alleged transaction, and assured him I would check the system in real time. While pretending to pull up the account, I said, "I can see your recent activity here. Let me trace exactly what happened with that P200 load purchase." After a short pause, I explained that the system showed a failed recharge but the amount was still on hold, and I would process a reversal within 24 hours. I then offered a reference number and said I would personally follow up with an SMS update.

Result

The interviewer stopped the role-play and noted that I used empathy first, asked clarifying questions, and offered a concrete resolution with a commitment to follow up. They said this made them feel heard and informed.