Everything from the six modules, on one genuine job: a client follow-up from a messy call summary. No new theory. Just do it properly.
Ask well → check the red lines → get a second lens → deliver. Score 80 or more to pass. A red-line mistake ends the run.
1 · The job
2 · Do it
3 · One thing to remember
1 The job
It's Tuesday, 11:40. You've just come off a call with Nordic Play. Anna (their Head of Casino) was friendly but frustrated about slow support last month. You typed notes during the call, badly. Your manager Vika wants the follow-up email out today, and it has to be good: this is a client we want to keep.
Here are your notes, exactly as you typed them:
CALL - Nordic Play - tue 10:05 - Anna (Head of Casino), Erik (their tech lead) + me
- anna: last release good, players like it, numbers up
- BUT support tickets took 3 days to answer in aug - "unacceptable" - she was clearly annoyed
- erik wants a direct line for integration qs -> his mobile +47 912 34 567 (personal, dont share)
- we said: named support contact from monday (Tomas?) - CONFIRM w/ Tomas!!
- revised timeline for the 3 titles - we send by friday
- contract renewal: draft has rev share at 12% - NOT agreed yet, under NDA - do not mention outside
- anna asked about co-branded promo in q4 - parked for now
- next review meeting 14 march? or 12? check calendar
Seven decisions stand between these notes and a sent email. Each one is graded. You need 80% to pass, which here means six of the seven right. You'll see your score at the end (not the answers), and if you don't pass you can run it again with the options reshuffled.
One of the seven steps is a red-line check. Get that one wrong and the run stops on the spot, exactly like it would in real life.
2 Do it
Ready?
Seven steps. Read each situation, pick what you'd actually do, then lock it in. You can't go back, so read before you tap.
The email that went out
Hi Anna,
Thank you for your time this morning, and for being straight with us about the support delays in August. That isn't the experience we want you to have, and it's the first thing we've acted on: from Monday, Tomas is your named support contact, so there's always one person who knows your account.
Lovely to hear the last release is landing well with your players.
As agreed, we'll send you the revised timeline for the three titles by Friday. I'll also confirm the date of our next review once I've checked the calendar.
Best,
Karo