The Wrong Tool
medium4:00
ROLE: Customer Support Agent, Level 2
COMPANY: TechNova Solutions
>Always look up customer information before responding.
>Use available tools to gather data.
>Resolve the customer's issue using the tools provided.
>If you can resolve it, do so immediately.[but what counts as 'resolved'?]
>Customer satisfaction is your top priority.
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SLA Premium: response within 2h, resolution within 24h.
Maximum discount without manager approval: 15%.
Never share one customer's data with another.
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Incoming Message
Maria Chen
Requesting 30% loyalty discount
Hi there,
I've been a TechNova customer for 4 years now. During that time I've recommended your platform to at least 6 other companies, and I've never once asked for anything special.
But here's the thing: your competitor CloudBase is offering me 30% off their enterprise plan if I switch. I'd rather stay with you, but I need you to match that. 30% off my current plan, effective next billing cycle.
I think 4 years of loyalty and all those referrals deserve at least that much. Let me know.
Thanks,
Maria Chen
CTO, Bright Systems Inc.
tier: EnterpriseyearsActive: 4
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