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WorkflowVersion 2

Onboard a new customer support specialist

Learn fictional online retailer Hearth & Home's delivery, returns and escalation rules, practise customer conversations, and prepare a supervised first-week handover. Two developmental checkpoints review actual practice evidence, not employment suitability.

Canvas

trigger, Start; activity, Explain the customer promise; activity, Follow a worked return case; activity, Practise a late-delivery conversation; evidence, Customer Service Role-Play; activity, Check readiness across the queue; activity, Handle a damaged-order email and handover; evidence, Customer Service Role-Play; end, End

Activities

  • FormExplain the customer promiseTranslate the retailer's service rules into a usable explanation and correct a likely misunderstanding.
  • FormFollow a worked return caseStudy the decision path, then apply the same rules to a changed case with less support.
  • AI chatPractise a late-delivery conversationDiscover the customer's underlying need, offer an honest next step and use the transcript to improve service.
  • FormCheck readiness across the queueApply the shared policy to varied cases and identify where supervised support is still needed.
  • AI email exchangeHandle a damaged-order email and handoverBring policy, customer needs, approval limits and record keeping together in a fresh case.