Support - Unauthorized Billing Dispute
Derek Morrison
De-escalate a furious small business owner who discovered $450 in unauthorized charges on their account.
Scenario Briefing
Review the scenario details below. You can customize the Background, Issue, and Goal to practice different variations.
Derek Morrison has been a customer for 2 years. He's a small business owner where cash flow matters.
He found $450 in unauthorized charges — someone upgraded him to premium without consent. He's been on hold 30 minutes already.
Acknowledge the error, take ownership, process a refund, and restore trust without losing the customer.
What You'll Be Evaluated On
- Apologized sincerely and specifically
- Took ownership without blaming others
- Acknowledged the financial impact
- De-escalated through empathy and action
- Offered immediate refund/resolution
- Stayed calm under verbal pressure
- Provided clear timeline for resolution
- Took steps to retain the customer relationship
💡 Pro Tip
Customize the scenario to match your real-world situations. Edit the Background to reflect your company's context, adjust the Issue to match common customer problems you face, and modify the Goal to focus on skills you want to develop.