Step 1 of 6
Learn
Before you start
By the end of this lesson you will be able to:
- Collect relevant case information.
- Use approved systems appropriately.
- Separate evidence from assumptions.
- Document findings clearly.
- Know when investigation is sufficient.
Key idea
The fastest professional response is the fastest accurate path to the right outcome — not simply the fastest sentence.
Learn
Investigation checklist
| Check | Question |
|---|---|
| Identity/case | Am I looking at the correct customer and case? |
| History | What has already happened? |
| Status | What does the system show? |
| Policy | What rule applies? |
| Evidence | What facts support the conclusion? |
| Authority | Can I make this decision? |
| Next step | What should happen now? |
Learn
Facts vs. assumptions
"Tracking says delivered" is a fact. "The customer received it" is an assumption. Support agents should distinguish what the system confirms from what they infer.
Practice
Sort: Fact or Assumption?
Drag each statement into the correct bin.
Fact
Assumption
0 of 6 placed correctly.
Practice → Decide
Conflicting information
Tracking shows the package delivered. The customer's account also shows their shipping address was changed two days before delivery — but the change isn't mentioned in the ticket.
What should you do?
Apply
Work sample: Case Investigation Brief
Fictional case: Order #48213, placed Aug 10. Tracking shows "Delivered" on Aug 14, 10:42 AM, front porch, no signature required. Customer's account shows a shipping address update on Aug 12. Customer message (Aug 15): "I never got my order — please refund me." No prior contacts on this order. Client policy: refunds require confirming the delivery address matches the order, or a carrier investigation if addresses match.
💾 Save your work now. Copy this brief into a Google Doc — that's part of your starter portfolio.
Preview / export
✓ Lesson 6 Processed
Nice work.
You've practiced separating what the system confirms from what you're inferring — and building a decision on the former, not the latter.