Scenario detail / edit

One realistic situation, what the candidate sees, and how it connects to roles, skills, and flows.

Situation, not trivia

A grounded work moment the candidate can step into, plus clear instructions in plain language.

Scenario ID & title

S-CS-001 · Customer is double-charged and calls in upset

Short summary

A customer sees two charges on their card for the same invoice and calls support while visibly frustrated.

What the candidate reads or hears

You are working a busy afternoon shift when a customer calls in. They are upset because they see two identical charges on their card for the same invoice. They say this has already taken too much time and they just want it fixed.

Candidate instructions

Explain, in your own words, how you would handle this call from the moment you pick up to resolving or escalating it. Talk through what you would say, what you would check, and how you would close the call.

Tags, skills & usage

Keep this scenario aligned with JDs and easy to re‑use across flows.

Role & category

Role: CS Level 1 · Category: Customer · Billing · Multi‑step scenario.

Key skills this scenario targets

Empathy De‑escalation Ownership Process discipline

Suggested timebox

Multi‑step scenario · Recommended total answer time: 2–4 minutes.

Where this scenario is used

CS Level 1 · Core Support Flow (BP-CS-001)

Used in 3 steps · Opening the call, checks, and handling ongoing frustration.

CS Level 1 · De‑escalation Focus Pack

Used as the main scenario for de‑escalation and empathy testing.

Governance

Owner: CX content team · Last review: 3 days ago · Next review due in 6 months.