Ticket: --/9
Rating: ★4.0
Score: 000
Best: --

Customer Storm

Angry messages flood the Pebblebox support desk. Build a reply that calms each customer, and keep the shop's rating above 3 stars.

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Customer Storm

Buffer runs the support desk at Pebblebox, a made-up home goods shop, and the inbox is full of upset customers: late parcels, double charges, a broken app. For each one, build a reply from six sentences that acknowledges the problem, apologises for the right thing, gives a concrete fix with a time and never blames anyone. Three shifts, and the shop's rating rises or falls with every reply.

9 tickets
Customer service

How to play

Read the ticket. The customer's message and the order notes: what really happened and what you're allowed to offer.
Build the reply. Tap 2 to 4 of the six sentences, in order. Three are good, three are traps: blame, a non-apology, a vague fix.
Pass 4 checks. Acknowledge the problem, apologise for the right thing, give a fix with a time, never blame. Every sentence is explained after you send.
Watch the rating. 4 checks: +0.2★, 3: +0.1★, fewer and it falls. Under 3★, Buffer takes over. 25 points per check, +20 for a perfect reply, plus your final rating.

Quick tips

Read the order notes first. They say what really went wrong and what you can promise. A fix that isn't in the notes is a promise you can't keep.
Name their problem. "A present that missed the party" lands better than "your order". Acknowledge what it cost them, not just what happened.

3 more tips in the Customer Storm guide →