Subscription
If a customer pauses their subscription, how long will it stay paused before auto-resuming?
1 month, 2 months, 4 months
A customer received a refund AND their item arrived — what's our next move?
What is thank them and allow them to keep it as a goodwill gesture
This metric tracks how satisfied a customer is with their support experience, often gathered through a 1-question survey.
CSAT (Customer Satisfaction)
How many days before a subscription renews will a customer be notified
3 days
What’s our protocol when a customer demands a refund but bought from an unauthorized third-party seller?
Politely decline and direct them to the seller they purchased from.
Bonus: Ask them to create an account on ur website and offer store credit
This framework helps agents handle escalations by listening, echoing, sympathizing, thanking, evaluating, and Delighting solutions.
LESTED
What is the process to apply a discount code to an already active subscription?
Manually adjust the discount via product manager
Why can't we ship protein, collagen, or animal-based products to the UK/EU?
due to strict restrictions on animal byproducts in those regions
This KPI evaluates how effectively a support agent resolves issues without the need for follow-up or escalation.
First Contact Resolution (FCR)