Level 1 — Answering a simple inquiry
Welcoming people and answering simple questions warmly and clearly.
You are responding to a customer asking a simple question about a product.
Direct a customer who needs a different service to the correct department.
Greeting a new customer and initiating a service interaction.
Level 2 — Solving a simple customer problem
Solving simple practical problems and explaining policies clearly.
You are solving a simple technical or practical issue a customer is facing.
Process a customer's request to exchange a product.
Explaining the company's return policy to a customer.
Level 3 — Handling a frustrated customer
Empathizing with frustration, apologizing sincerely and managing expectations.
You are dealing with a female customer who is frustrated because her order is late.
Apologize to a customer for a genuine service error that occurred.
Managing the expectations of a customer who expects an impossible immediate solution.
Level 4 — Calming an angry customer
Calming intense anger and handling threats with professional composure.
You are dealing with a customer who is very angry from the very beginning of the call.
A customer threatens to post a public complaint on social media.
A customer requests to speak with a supervisor.
Level 5 — Turning a bad experience into a positive one
Building loyalty after the fix and ending the conversation on a strong note.
After resolving an angry customer's issue, turn the experience into a positive opportunity.
Ensure the customer's genuine satisfaction after implementing a solution.
Ending a difficult conversation that started with anger on a positive note.