CUSTOMER SERVICE

Prepare for every customer conversation

Whether dealing with complaints, handling difficult conversations or responding to everyday enquiries, Thirty Seven gives customer-facing teams unlimited opportunities to practise, receive personalised feedback and build confidence in a safe, judgement-free environment.

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Building rapport

Developing rapport helps build customer trust, earn respect and improve satisfaction rates.

Communicating with clarity

Are your employees using simple, direct and polite language? Or are they relying on jargon that can create misunderstandings?

Providing empathetic and helpful responses

Empathy and customer service go hand in hand. Do your employees understand the emotions of customers and respond with compassion?

Managing customer expectations

Managing expectations is crucial to customer retention. Are your employees making unrealistic promises?

Problem-solving and resolution

Problem-solving shows your customers you care and want to meet their needs.

Resolving customer complaints

Deal with complaints effectively to maintain a good reputation and keep customers coming back.

De-escalating tense situations

Learn and test de-escalation approaches to better deal with conflict and upset customers.

Maintaining professionalism under pressure

It is a high-stakes environment. Can your team perform under pressure and maintain the standards you expect?

Recognising emotions and responding with empathy

Emotional intelligence helps customer service teams recognise and understand the emotions of others, remain calm and guide them to the best outcomes.

Empathy and emotional intelligence

Empathy and emotional intelligence

Do customers feel understood?

Learn whether team members recognise customer emotions, respond appropriately and demonstrate genuine empathy throughout conversations.

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Tone of voice

Do customers feel valued and respected?

Discover whether employees sound approachable, professional and reassuring, even in challenging situations.

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Active listening

Active listening

Are employees really listening?

Determine whether team members understand customer concerns, acknowledge key issues, and avoid assumptions.

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Questioning and information gathering

Questioning and information gathering

Are the right questions being asked?

Understand whether employees are gathering the information needed to identify issues and reach the right outcome efficiently.

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Clarity and communication

Clarity and communication

Is communication clear and easy to understand?

Thirty Seven identifies jargon, unclear explanations and language that could create confusion or frustration.

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Problem-solving and resolution

Problem-solving and resolution

Are solutions being delivered effectively?

Assess how well employees identify options, explain solutions and resolve customer concerns.

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Avoid Repeating Negative Language

Managing difficult conversations

Managing difficult conversations

How effectively is pressure handled?

Discover whether employees stay calm, professional, and customer-focused when handling complaints, frustration, or conflict.

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Avoid Repeating Negative Language

Pace and confidence

Pace and confidence

Does the interaction feel confident and controlled?

Evaluate how pace, clarity and delivery contribute to a positive customer experience.

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Avoid Repeating Negative Language

English – USA

العربية (Arabic)

Español (Spanish) – LatAm

Français (French) – Canada

हिन्दी (Hindi)

日本語 (Japanese)

Nederlands (Dutch)

Polski (Polish)

Svenska (Swedish)

Русский (Russian)

ქართული (Georgian)

English – UK

简体中文 (Chinese) – Simplified

Español (Spanish) – Spain

Deutsch (German)

Bahasa Indonesia (Indonesian)

한국어 (Korean)

Suomi (Finnish)

Português (Portuguese) – Brazil

ไทย (Thai)

Tiếng Việt (Vietnamese)

ქართული (Georgian)

English – Australia

繁體中文 (Chinese) – Traditional

Français (French) – France

Ελληνικά (Greek)

Italiano (Italian)

Dansk (Danish)

Norsk (Norwegian)

Português (Portuguese) – Portugal

Türkçe (Turkish)

Čeština (Czech)

ქართული (Georgian)

Do I need customer service training before using Thirty Seven?

No. Thirty Seven can be used as a standalone customer service coaching tool or alongside formal customer service training. Some people use it to build confidence from scratch, while others use it to reinforce existing skills and prepare for more challenging customer interactions.

Can I practise real customer service scenarios?

Yes. Thirty Seven includes a range of ready-to-use customer service roleplays covering common situations such as complaints, difficult customers, managing expectations, problem-solving and resolving enquiries.

You can start practising immediately, or create your own scenarios based on the customer situations your team encounters every day.

Can I create my own scenarios and customer personas?

Yes. Thirty Seven includes a library of pre-built customer service roleplays you can use straight away. You can also create your own roleplays and AI customers, allowing employees to practise situations specific to their role, organisation and customer base.

Enterprise customers can create and share tailored scenario libraries across teams and departments.

Can Thirty Seven learn our customer service standards, policies and messaging?

Yes. Thirty Seven can be tailored around your organisation's policies, service standards, tone of voice, processes and customer experience goals.

Enterprise customers can create organisation-wide scenarios, coaching frameworks and guidance that reflect the way they want their teams to interact with customers.

Can we use our own customer service framework or methodology?

Yes. Thirty Seven includes proven, out-of-the-box customer service approaches, but organisations can also build their own service frameworks, behavioural standards, coaching models, and customer service principles directly into the platform.

This ensures feedback and coaching are aligned with your existing customer service philosophy and objectives.

Can Thirty Seven help employees deal with complaints and difficult customers?

Yes. Thirty Seven includes roleplays covering complaints, difficult conversations, frustrated customers and conflict situations.

Employees can also create and practise additional scenarios specific to their organisation, helping them build confidence before dealing with real customer interactions.

Can I use Thirty Seven on live customer calls?

Yes. Thirty Seven can provide coaching and feedback during live customer conversations. This capability is particularly powerful within our enterprise offering, allowing organisations to combine real-world customer interactions with development, coaching and performance improvement.

Can I upload recorded customer interactions for feedback and coaching?

Yes. You can upload recorded calls, conversations and customer interactions to receive detailed coaching and improvement recommendations.

This functionality is available across all licence types and helps employees learn from real customer conversations as well as roleplay scenarios.

What feedback will I receive?

After every roleplay or uploaded interaction, Thirty Seven provides detailed written and graphical feedback.

This may include areas such as empathy, active listening, questioning techniques, tone of voice, communication clarity, professionalism, problem-solving, handling difficult situations and overall customer experience.

Can I use Thirty Seven whenever I want?

Yes. Thirty Seven is available on demand, wherever you have an internet connection and access to a mobile phone, tablet or computer.

Whether employees need to prepare for a difficult conversation, refresh existing skills or simply build confidence, they can practise whenever they need to.

Is my practice private?

Yes. Your roleplays, recordings and feedback are private to you. Nobody else can watch your practice sessions or view your feedback, including administrators on enterprise licences.

Thirty Seven is designed to provide a safe, judgement-free environment where people can experiment, make mistakes and improve with confidence. The AI does not learn from your roleplays and your content is not used to train AI models.

How secure is my data?

Security and privacy are taken seriously. Thirty Seven is GDPR compliant and SOC 2 Type II certified, helping organisations meet rigorous security and data protection standards.

Your practice sessions, recordings and feedback remain private, and the AI does not use your roleplays, uploaded interactions or content to train future models.