Customer service
The difficult call, before it is a real one
New agents practise the calls that go wrong. The customer arrives already annoyed, has the account details somewhere, and does not explain the problem cleanly the first time.
A scenario in this field
- Participant
- Agent
- Character
- Customer
- The case
- A duplicate charge the customer has already called about twice, with a reference number they read out incorrectly.
- Evidence
- Invoices, order histories and screenshots appear when the customer is asked to share them.
Material teams upload
- Policies
- Refund rules
- Product documentation
- Escalation matrices
What sessions are marked on
- Empathy
- Problem solving
- Policy compliance
- Communication
- Resolution
These criteria are a starting point. Rubrics are defined per organization, so yours replace them entirely.