cx-conduct-risk-monitoringlisted

# Conduct risk in support conversations Policy compliance and good conduct are different tests, and an operation can pass the first while failing the second. An agent who follows every documented step and leaves the customer worse off than they should be has complied and behaved badly. Conduct monitoring asks the second question: **was the customer treated fairly, and did they end up with an outcome they should have had?** ## The risk categories Each needs its own detection approach, and they have different severities: **Obstruction.** Making it hard to do something the customer is entitled to do — cancel, complain, claim, switch, get a refund. Look for repeated redirection, requirements that do not exist, "you'll have to call", multiple transfers on a cancellation request, and cancellation requests that generate a retention conversation instead of a cancellation. **A right that is technically available and practically obstructed is a serious finding**, and it is one of the most common. **Pressure.** Urgency that is not real, discouraging a customer from a course they are entitled to take, repeated retention attempts after a clear decision, implying a consequence that does not follow. **Mis-selling and unsuitable outcomes.** Recommending something that does not fit the customer's stated circumstances, upgrading someone whose problem was a defect, or selling into a conversation that started as a complaint. **Misleading statements.** Overstating a benefit, understating