Refund, repair or explain? — Customer Support Specialist · Pretender
Lumi's fictional policy: refund within 30 days if unused; free repair for faults under 2-year warranty; damage caused by accidents isn't covered, but you can explain the paid repair option kindly. Sort each case into the right answer.
Sort into groups · ~3 min
Your role
You're the support agent (in this game).
Your goal
Sort each case into the right answer.
What you know
- Applying the same rules to everyone is what makes support fair.
Limits
- Be kind even when the answer is no.
Success looks like
- Refunds — You refunded the right cases.
- Warranty repairs — Faults under warranty got free repair.
- Kind explanations — Accidents got a kind explanation and options.
Skills you used
- Fairness — Applying rules the same way for everyone.
- Clear explaining — Making ideas easy to understand.
In real life
Support agents apply company policies and consumer law. In the EU, for example, buyers have legal guarantee rights for faulty goods. Agents must know the rules and explain them kindly.
Customer Support Specialist
Solve people's problems kindly and fairly.
Explore next
- Software Developer — Build the apps and tools people use every day.
- Lawyer & Mediator — Help people solve disagreements fairly.
- Project Manager — Lead a team from idea to finished project.
Keep exploring
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