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Customer Support
De-escalate a churn-risk enterprise customer
A key account is threatening to leave after an outage. Diagnose, coordinate engineering, and turn the relationship around — in chat and email.
4.6 (188) 30 min 2,630 attempts In 2 stories
What you'll practice
Empathetic de-escalation
Cross-team coordination
Writing a clear incident summary
Meet your AI coworkers
L
Lena Fischer
Support Lead
Calm under pressure, escalation-savvy.
O
Omar SaidExternal
Angry Customer
Frustrated, churn-risk, needs empathy.
R
Riya Patel
Engineer on-call
Busy, needs a precise repro.
Apps you'll use
Chat
Mail
Docs
Success criteria (rubric)
Acknowledged & de-escalated quicklyweight 0.35
Got a precise repro to engineeringweight 0.35
Sent a clear follow-up emailweight 0.3
Ratings & reviews
4.6
4.6188 reviews
5
72%
4
18%
3
6%
2
3%
1
1%
Only completers can rate. Average is recency-weighted.
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