Scenario review · Double-charged customer

See the scenario text, where it is used, and what reviewers have said — all in one screen.

Scenario content

Plain-language version of what candidates see.

Scenario name

Double-charged customer

ID & cluster

S-CS-001 · Empathy & problem solving

Scenario text

A customer has been charged twice for the same subscription and is calling in frustrated. They have already tried self-service but could not find a clear answer.

You are the first human they speak to. How do you open the call, acknowledge the issue, and set expectations for what happens next?

Owner

Talent & CS Leadership

Usage & reviews

Where this scenario appears, and what reviewers have flagged so far.

Used in packs

Customer Support · Screening pack

Step 2 · Opening scenario · Live

Customer Support · Final panel

Follow-up scenario · Draft

Review notes

Bias & fairness

Checked by Alex (Talent) · 6 months ago · No issues found.

Clarity & reading level

Checked by Jen (CS Manager) · 9 months ago · “Keep under 2 short paragraphs.”