Story 30
The tenth support question
A support agent handles routine questions, then brings a renewal exception to a person instead of applying policy blindly.
The agent had answered nine routine support questions.
The tenth needed judgment:
“My subscription renewed during a family emergency. Can you help?”
The policy covered ordinary renewals.
This request still needed a person.
The agent Pinged a support lead with the renewal date and three options:
Refund, credit, or decline?
The lead chose “Refund.”
The customer received a decision, not a faster recitation of policy.
