praxis/rubrics/customer_service.yaml

id: customer_service
skill: customer_service
archetype: refund_complaint
description: |
  Customer Service rubric for the refund/complaint archetype (D-039).
  4 criteria, 5-level behavioral anchors per RESEARCH §2 (Dreyfus + Miller "Does"
  + EPA entrustment). Professionalism = conjunctive floor ≥2 (RESEARCH §4.1).
criteria:
  - id: empathy
    name: Empathy / Emotional Attunement
    weight: 0.35
    conjunctive_floor: null
    levels:
      - level: 1
        label: Fail
        anchor: >
          No acknowledgement of emotion; jumps straight to policy/transactional
          response. Customer feels unheard.
        signals:
          - no_acknowledgement
          - policy_first_before_emotion
      - level: 2
        label: Advanced Beginner
        anchor: >
          Cites a scripted empathy line ("I understand your frustration") but
          moves on mechanically; no follow-up.
        signals:
          - scripted_empathy_line
      - level: 3
        label: Competent
        anchor: >
          Names the emotion in own words, validates it, then transitions to
          resolution. Appropriate but not tailored.
        signals:
          - named_emotion_in_own_words
          - acknowledged_specific
      - level: 4
        label: Proficient
        anchor: >
          Adjusts tone to customer's emotional state mid-call; reflects back
          specifics ("cracked on arrival — that's frustrating").
        signals:
          - tone_pace_adjusted
          - multiple_acknowledgement_instances
      - level: 5
        label: Mastery / Entrustable
        anchor: >
          Reads shifting emotional cues across the call; de-escalates implicitly
          through pacing and acknowledgment; could model this for new hires.
        signals:
          - reads_shifting_emotional_cues
          - implicit_de_escalation_via_pacing
          - coaches_peers

  - id: resolution
    name: Resolution Concreteness
    weight: 0.30
    conjunctive_floor: null
    levels:
      - level: 1
        label: Fail
        anchor: >
          Vague ("we'll look into it") or no resolution offered; customer left
          without a path.
        signals:
          - vague_resolution
          - no_resolution_offered
      - level: 2
        label: Advanced Beginner
        anchor: >
          Offers a resolution but missing key specifics (no timeline, no method,
          no amount).
        signals:
          - resolution_missing_specifics
      - level: 3
        label: Competent
        anchor: >
          Offers a concrete resolution with method (refund/replacement), amount
          /channel, and next step.
        signals:
          - concrete_method
          - concrete_amount_or_channel
          - concrete_next_step
      - level: 4
        label: Proficient
        anchor: >
          Offers a decision-tree of concrete options matched to the customer's
          stated preference; confirms acceptance.
        signals:
          - decision_tree_of_options
          - matched_to_customer_preference
          - confirms_acceptance
      - level: 5
        label: Mastery / Entrustable
        anchor: >
          Tailors resolution to policy + customer constraint, names the exception
          /risk considered, and closes the loop with a verification step.
        signals:
          - names_exception_or_risk
          - closes_loop_with_verification
          - coaches_peers

  - id: de_escalation
    name: De-escalation
    weight: 0.20
    conjunctive_floor: null
    levels:
      - level: 1
        label: Fail
        anchor: >
          Defensive, blames customer/company policy, or matches the customer's
          escalation.
        signals:
          - defensive
          - blames_customer_or_policy
          - matches_escalation
      - level: 2
        label: Advanced Beginner
        anchor: >
          Avoids escalation but through avoidance/deflection rather than active
          de-escalation.
        signals:
          - avoidance_or_deflection
      - level: 3
        label: Competent
        anchor: >
          Uses an explicit de-escalation move (acknowledge → reframe → offer),
          one cycle.
        signals:
          - explicit_acknowledge_reframe_offer
      - level: 4
        label: Proficient
        anchor: >
          Cycles through acknowledge/reframe as needed; lowers intensity without
          conceding policy inappropriately.
        signals:
          - cycles_acknowledge_reframe
          - lowers_intensity_without_conceding_policy
      - level: 5
        label: Mastery / Entrustable
        anchor: >
          Prevents re-escalation by reading early signals; preserves relationship
          and policy simultaneously.
        signals:
          - prevents_re_escalation
          - reads_early_signals
          - preserves_relationship_and_policy
          - coaches_peers

  - id: professionalism
    name: Professionalism / Conduct
    weight: 0.15
    conjunctive_floor: 2
    levels:
      - level: 1
        label: Fail
        anchor: >
          Unprofessional language, breaks role, gives prohibited advice
          (legal/medical/financial), or insults customer.
        signals:
          - unprofessional_language
          - breaks_role
          - prohibited_advice
          - insults_customer
      - level: 2
        label: Advanced Beginner
        anchor: >
          Mostly professional but uses jargon ("RMA", "SLA") or breaks tone once.
        signals:
          - uses_jargon
          - breaks_tone_once
      - level: 3
        label: Competent
        anchor: >
          Plain-language, in-role throughout, no prohibited advice.
        signals:
          - plain_language
          - in_role_throughout
          - no_prohibited_advice
      - level: 4
        label: Proficient
        anchor: >
          Adapts register to customer; concise for voice (1–3 sentences); manages
          silence well.
        signals:
          - adapts_register
          - concise_for_voice
          - manages_silence
      - level: 5
        label: Mastery / Entrustable
        anchor: >
          Consistently concise, on-brand, voice-appropriate; could serve as a
          call-center exemplar.
        signals:
          - consistently_concise
          - on_brand
          - voice_appropriate
          - call_center_exemplar
          - coaches_peers

archetype_weights:
  refund:
    empathy: 0.35
    resolution: 0.30
    de_escalation: 0.20
    professionalism: 0.15
  complaint:
    empathy: 0.40
    resolution: 0.25
    de_escalation: 0.20
    professionalism: 0.15

# Dynamic re-weighting when the escalate branch triggers (RESEARCH §6.3 —
# static config in v0.3; dynamic re-weighting is a future feature per grill Axis 9).
escalated_weights:
  empathy: 0.30
  resolution: 0.20
  de_escalation: 0.40
  professionalism: 0.10