La Reclamación

A customer service technician at a fictional Spanish electricity and gas retailer coordinates its second-level complaints unit for four weeks in January and February 2027, just after the national customer service law (Ley 10/2025) became fully applicable: five days to answer billing complaints and fifteen working days for the rest.

A December billing migration issued 14,000 invoices on estimated readings, and the unit opens the month with 620 complaints, 200 of them already late, and more arriving every week than eight technicians can answer.

Over four weekly decisions the participant sets the order in which the queue is worked (arrival, noise or legal deadline), what is done about the estimated invoices (case by case, a standard reply, or a proactive re-invoicing) and how customers are answered (email, a virtual assistant or a call from the case owner); how angry customers are handled, who may compensate a proven company error and what the final reply says, including the external dispute routes; whether root causes are analysed, what extra capacity is bought and what is offered to customers who want to leave; and finally how the quality of replies is checked, which indicator measures the unit and what happens to the cases that are still late.

The model is deterministic: a queue of complaints by type and deadline is rebuilt every week, and late or badly answered complaints come back as reopenings, external escalations and lost customers.

The score combines the quality of each decision with the share of complaints resolved on time and not reopened and the cost of the week, and is capped when customers are discouraged from external routes or complaints are closed without an answer. Spanish (primary, Spain) and English.

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.