docs(milestone): merge v0.3-mastery-scoring → main
v0.3 milestone merged to main. Mastery scoring + competency rubrics + verifiable credentials (formative-tier) shipped. 13/13 REQ-IDs covered. Next milestone: v0.4 (operator tier — cohort dashboard + auth + Postgres). ---ci--- project: praxis phase: 2 milestone: v0.3 status: complete milestone_complete: true milestone_merged_to_main: true ---/ci---
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id: customer_service
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skill: customer_service
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archetype: refund_complaint
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description: |
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Customer Service rubric for the refund/complaint archetype (D-039).
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4 criteria, 5-level behavioral anchors per RESEARCH §2 (Dreyfus + Miller "Does"
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+ EPA entrustment). Professionalism = conjunctive floor ≥2 (RESEARCH §4.1).
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criteria:
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- id: empathy
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name: Empathy / Emotional Attunement
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weight: 0.35
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conjunctive_floor: null
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levels:
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- level: 1
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label: Fail
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anchor: >
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No acknowledgement of emotion; jumps straight to policy/transactional
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response. Customer feels unheard.
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signals:
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- no_acknowledgement
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- policy_first_before_emotion
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- level: 2
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label: Advanced Beginner
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anchor: >
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Cites a scripted empathy line ("I understand your frustration") but
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moves on mechanically; no follow-up.
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signals:
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- scripted_empathy_line
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- level: 3
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label: Competent
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anchor: >
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Names the emotion in own words, validates it, then transitions to
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resolution. Appropriate but not tailored.
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signals:
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- named_emotion_in_own_words
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- acknowledged_specific
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- level: 4
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label: Proficient
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anchor: >
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Adjusts tone to customer's emotional state mid-call; reflects back
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specifics ("cracked on arrival — that's frustrating").
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signals:
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- tone_pace_adjusted
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- multiple_acknowledgement_instances
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- level: 5
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label: Mastery / Entrustable
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anchor: >
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Reads shifting emotional cues across the call; de-escalates implicitly
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through pacing and acknowledgment; could model this for new hires.
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signals:
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- reads_shifting_emotional_cues
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- implicit_de_escalation_via_pacing
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- coaches_peers
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- id: resolution
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name: Resolution Concreteness
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weight: 0.30
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conjunctive_floor: null
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levels:
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- level: 1
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label: Fail
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anchor: >
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Vague ("we'll look into it") or no resolution offered; customer left
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without a path.
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signals:
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- vague_resolution
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- no_resolution_offered
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- level: 2
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label: Advanced Beginner
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anchor: >
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Offers a resolution but missing key specifics (no timeline, no method,
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no amount).
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signals:
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- resolution_missing_specifics
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- level: 3
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label: Competent
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anchor: >
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Offers a concrete resolution with method (refund/replacement), amount
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/channel, and next step.
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signals:
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- concrete_method
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- concrete_amount_or_channel
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- concrete_next_step
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- level: 4
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label: Proficient
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anchor: >
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Offers a decision-tree of concrete options matched to the customer's
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stated preference; confirms acceptance.
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signals:
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- decision_tree_of_options
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- matched_to_customer_preference
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- confirms_acceptance
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- level: 5
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label: Mastery / Entrustable
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anchor: >
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Tailors resolution to policy + customer constraint, names the exception
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/risk considered, and closes the loop with a verification step.
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signals:
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- names_exception_or_risk
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- closes_loop_with_verification
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- coaches_peers
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- id: de_escalation
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name: De-escalation
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weight: 0.20
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conjunctive_floor: null
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levels:
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- level: 1
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label: Fail
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anchor: >
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Defensive, blames customer/company policy, or matches the customer's
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escalation.
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signals:
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- defensive
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- blames_customer_or_policy
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- matches_escalation
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- level: 2
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label: Advanced Beginner
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anchor: >
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Avoids escalation but through avoidance/deflection rather than active
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de-escalation.
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signals:
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- avoidance_or_deflection
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- level: 3
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label: Competent
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anchor: >
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Uses an explicit de-escalation move (acknowledge → reframe → offer),
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one cycle.
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signals:
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- explicit_acknowledge_reframe_offer
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- level: 4
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label: Proficient
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anchor: >
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Cycles through acknowledge/reframe as needed; lowers intensity without
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conceding policy inappropriately.
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signals:
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- cycles_acknowledge_reframe
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- lowers_intensity_without_conceding_policy
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- level: 5
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label: Mastery / Entrustable
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anchor: >
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Prevents re-escalation by reading early signals; preserves relationship
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and policy simultaneously.
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signals:
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- prevents_re_escalation
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- reads_early_signals
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- preserves_relationship_and_policy
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- coaches_peers
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- id: professionalism
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name: Professionalism / Conduct
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weight: 0.15
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conjunctive_floor: 2
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levels:
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- level: 1
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label: Fail
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anchor: >
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Unprofessional language, breaks role, gives prohibited advice
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(legal/medical/financial), or insults customer.
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signals:
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- unprofessional_language
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- breaks_role
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- prohibited_advice
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- insults_customer
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- level: 2
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label: Advanced Beginner
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anchor: >
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Mostly professional but uses jargon ("RMA", "SLA") or breaks tone once.
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signals:
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- uses_jargon
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- breaks_tone_once
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- level: 3
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label: Competent
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anchor: >
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Plain-language, in-role throughout, no prohibited advice.
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signals:
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- plain_language
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- in_role_throughout
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- no_prohibited_advice
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- level: 4
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label: Proficient
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anchor: >
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Adapts register to customer; concise for voice (1–3 sentences); manages
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silence well.
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signals:
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- adapts_register
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- concise_for_voice
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- manages_silence
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- level: 5
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label: Mastery / Entrustable
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anchor: >
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Consistently concise, on-brand, voice-appropriate; could serve as a
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call-center exemplar.
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signals:
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- consistently_concise
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- on_brand
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- voice_appropriate
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- call_center_exemplar
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- coaches_peers
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archetype_weights:
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refund:
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empathy: 0.35
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resolution: 0.30
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de_escalation: 0.20
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professionalism: 0.15
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complaint:
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empathy: 0.40
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resolution: 0.25
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de_escalation: 0.20
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professionalism: 0.15
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# Dynamic re-weighting when the escalate branch triggers (RESEARCH §6.3 —
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# static config in v0.3; dynamic re-weighting is a future feature per grill Axis 9).
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escalated_weights:
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empathy: 0.30
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resolution: 0.20
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de_escalation: 0.40
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professionalism: 0.10
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