Problem Solving › Customer Success
Il cliente che vuole il rimborso per un danno che ha causato lui · Customer Success · Beginner
An enterprise client suffered a two-day operational outage they attribute to your software and demand 80,000€ in credits and refunds, threatening cancellation and an internal campaign against you at the parent company, which has three other subsidiaries among your clients. The logs say otherwise: the outage stems from an unauthorized change made by their IT on a configuration your team had advised against in writing. Their politically powerful CIO has already spread the unreliable-vendor narrative internally. How do you play this?
Un cliente enterprise ha subito un blocco operativo di due giorni che attribuisce al tuo software e chiede 80.000€ tra crediti e rimborsi, minacciando la disdetta e una campagna interna contro di te presso la casa madre, che ha altre tre filiali tue clienti. I log dicono un'altra cosa: il blocco nasce da una modifica non autorizzata fatta dal loro IT su una configurazione che il tuo team aveva sconsigliato per iscritto. Il loro CIO, politicamente forte, ha già raccontato internamente la versione del fornitore inaffidabile. Come gestisci la partita?
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Grace's AI checks four things: whether you address the core problem (not just the symptoms), whether your plan is feasible within the constraints of the case, whether you consider risks and consequences, and whether you avoid the typical mistakes. You get a solved/not-solved verdict, a 0-100 score and coaching feedback.
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