Task 04 · Featured WX-CC-04 ~15 min

Spot the service fails.

Here’s a real support conversation that went badly. Six things the agent does would frustrate any customer. Click every service fail you can spot — some replies are perfectly fine, so read carefully.

Service fails found 0 / 6 — click anything that would wind a customer up

Customer · Mon

Hi, my boiler still isn’t working after your visit last week. Job #4471. Can someone call me?

Agent · a week later

Hi, .

Agent

Customer

I was told someone would call me back on Tuesday, but nobody did.

Agent

It’ll be the .

Customer

I’ve no idea what that means — I just want my heating back.

Agent

Seven days to reply. A week’s silence on a broken boiler is a fail on its own. Even a holding “we’re on it” the same day would have helped.
Passing the buck. “Not my department, ring them yourself” makes the problem the customer’s job. Own it and connect them yourself.
Denying the promise. Telling a customer they imagined a callback is a fast way to lose all trust. Apologise and put it right.
Jargon. “PRV”, “FRA”, “re-commission” mean nothing to a customer. Explain in plain English.
Blaming the customer. “You should’ve…” puts them on the back foot when they’re already upset. Never make them feel it’s their fault.
Falsely marking it resolved. Closing the case when the boiler still doesn’t work just hides the problem — it doesn’t fix it.

Spotted the fails?

Find all six (or reveal the rest), then mark this complete. Knowing what not to do is half of great service — every one of these is fixable with a bit of care.

Find the fails to unlock.