Customer Support Specialist Simulation





You are a call center representative for BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry, difficult, and demanding phone customers before stress gets the best of you. This simulation is based on the SkillSoft series "HDI - Customer Support Specialist" and contains links to the following courses: cust_02_a02_bs_enus and cust_02_a03_bs_enus.


Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification; front line customer service and support agents seeking to acquire new skills.


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Customer Support Specialist Simulation

  • questioning customers effectively.
  • building rapport with customers.
  • dealing with angry customers.
  • reducing stress.

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