AVAR Interview Studio · Blueprint · CS Billing Issue
Blueprint

CS Level 1 · Billing issue

A short, one-question-per-screen flow for the “customer is double-charged and calls in upset” scenario.

At a glance

Who this flow is for, what it tests, and how long it should take.

Blueprint ID
BP-CS-001-BILLING
Role & stage
Customer Support Level 1 · Early interview · Used after basic screening.
What this blueprint tests
  • How the candidate opens and tones down a tense call.
  • How they explain billing clearly without jargon.
  • Whether they own the issue and close the loop properly.
Approx. duration
8–12 minutes total · 4 question screens plus a short wrap-up.

Steps · One question per screen

A simple list that explains the flow in under 30 seconds.

Step 1 · Welcome & expectations
Explain the flow, the scenario, and how long the interview will take. No scoring, no trick questions.
Info only Shown to all
Step 2 · Opening the call
Scenario S-CS-001. Question: “Talk through how you would open the call and set the tone with this upset customer.”
Behavioural Video · 1–2 min
Step 3 · What you would check
Follow-up on S-CS-001. Question: “Walk me through the checks you would run before changing anything on the account.”
Scenario follow-up Video · 2–3 min
Step 4 · Explaining the resolution
Follow-up on S-CS-001. Question: “How would you explain the fix so the customer leaves feeling heard and informed?”
Communication De-escalation
Step 5 · Close & next steps
Short wrap-up question on how the candidate would summarise the call and confirm next steps.
Wrap-up Shown to all
Tip: if you add more than five steps, consider splitting this into two smaller blueprints. Adaptive rules and scoring live on their own screens and reference BP-CS-001-BILLING.