The power of practice: Emma 1 – Stress 0

Practice makes confident 

In the weeks before her first day, Emma trained with realistic scenarios in the NOW-environment. No dry theory, but playful, interactive role-plays. Situations just like this one: an angry customer, no receipt, a busy store. 

 What if someone gets angry and doesn’t have a receipt? she had wondered. But during practice, she learned exactly what the return policy says, how to explain it clearly and with empathy. And most importantly, how to steer the conversation toward satisfaction without bending the rules. 

And now, in the store, she puts that into practice. 

“I understand that this is frustrating,” she says calmly. “Without a receipt, I’m afraid I can’t process the return. But what I can do is…” She offers an alternative. The customer softens. Moments later, he leaves the store. Not with money back, but with understanding. And without anger.