{
    "title": "Premium Customer Billing Escalation",
    "description": "De-escalate an angry premium subscriber who was double-billed.",
    "difficulty": "hard",
    "simulation_type": "B2C customer support simulation",
    "client_name": "Elena Rostova",
    "client_title": "VIP Member",
    "company_desc": "Premium annual subscriber package.",
    "requirements": "Experiencing double-billing on annual membership subscription causing credit limit issues. Frustrated by customer support taking 48 hours to reply. Demanding an immediate refund of $299, plus a written apology and a goodwill credit note, or threatens to cancel the subscription and post a negative review on public channels.",
    "prompt_text": "You're a VIP Customer Support Specialist. You're speaking with Elena Rostova, a long-time premium subscriber who was accidentally double-billed and ignored by support for 48 hours. The customer is highly frustrated and demands immediate cancellation of her account. Your goal is to listen empathetically, validate her irritation, immediately issue the refund, and offer a $50 goodwill store credit to restore her trust and retain her subscription.",
    "category": "b2c"
}