Welcome back. Take the mixed review again from memory: it is the quickest way to keep what you learned.
Online lesson
New support reps
I want tickets resolved the same day.
The path
- Start
- 1Resolve questions about refunds
- 2Check eligibility before promising refunds
- Mixed review
- Your plan
By the end you will be able to
- Resolve questions about refunds.
- Check eligibility before promising refunds.
Answer each activity before you see the feedback: trying first is what makes it stick. Your progress stays on this device.
Before you start
What should they do instead?
Part 1 of 2 · about 4 min
Resolve questions about refunds
The move
Resolve questions about refunds without escalating.
Resolve questions about refunds
- Escalating
Worked example
Spot the difference: the near-miss people make, next to the move.
A near-miss
Resolve questions about refunds after escalating
The move
Resolve questions about refunds without escalating
It says “after” where the move says “without”.
Decide
What should they do instead?
In your own words
Kept on this device only.
Compare with an expert
An expert’s answer
It says “after” where the move says “without”. The move is resolve questions about refunds without escalating.
Tick each point yours covers
Write yours first, even one sentence: trying first is what makes the comparison useful. Or open it anyway.
Part 2 of 2 · about 3 min
Check eligibility before promising refunds
The move
Check eligibility before promising refunds.
First
Check eligibility
Only then
Promising refunds
Worked example
Spot the difference: the near-miss people make, next to the move.
A near-miss
Check eligibility after promising refunds
The move
Check eligibility before promising refunds
It says “after” where the move says “before”.
Decide
What should they do instead?
Mixed review
All of it, mixed together
Every skill in one place. Choosing which move fits which moment is the part that makes it automatic at work.
Match
Match each moment to the move that fits it.
They escalate anything about refunds because they don't know the refund policy.
They promise refunds before checking eligibility.
Moves
Tap a moment, then the move that fits it.
Sort
Sort each card: does it work, or is it a near-miss?
Resolve questions about refunds after escalating
Check eligibility before promising refunds
Resolve questions about refunds without escalating
Check eligibility after promising refunds
Move that works0
Near-miss0
Finish
Lesson complete
You finished “New support reps”. Two minutes more turns it into a plan you will use.
Lesson complete.Your first try on each activity. Missed ones are the moves to practise first.
–in the lesson
How each one went
Your plan
When, then: pick the moment you will use it first, and the move.
My plan
- When
- Pick a moment
- I will
- Pick a move
Take it with you
What good looks like, and when to come back
What good looks like
- Resolve questions about refundsResolve questions about refunds without escalating.
- Check eligibility before promising refundsCheck eligibility before promising refunds.
After the lesson
- Day 2
Quick recall
Open this lesson again and take the review from memory, before you look anything up.
- Day 7
Practice on real work
Use one move on a real case: once with the checklist, then once without it.
- Day 21
Someone watches
Your manager or a peer watches one real attempt against the checklist.
- Day 45
Look back
Note one thing you now do differently, and what shows it.