Save the VIP Customer
start
mAP
ESCAPE ROOM SAVE THE VIP CUSTOMER
01
Story: A VIP customer’s case will breach the SLA in 45 minutes. Teams must solve some locks to recover the right information and save the customer.
Team size: 4–6 players per breakout room.
Duration: 45 minutes.
Open the letter
Write the code
I have it!
Drag the letters into this space and form the answer to the previous riddle.
Password?
Knock on the door, enter the previous code, and you'll get the first number you need to open the briefcase.
"You can’t enter without a password."
Introduce la contraseña
map
You’ve completed Mission 1! Don’t forget the number you just discovered!
02
01
Time-Zone Lock
The VIP is in New York City (USA) and asks for a call at 3:15 PM (Oct 28) New York time.Your team is in Johannesburg, South Africa (SAST, UTC+2). On Oct 28, what local time in South Africa is that?
Read the conversation
Agent: Thank you for calling Customer Support, this is Laura speaking. How can I help you today?
Customer: Hi Laura, I’d like to schedule a call back for October 28th at 3:15 p.m., please.
Continue
Agent: Of course! Just to confirm, you’re calling from New York city, correct?
Customer: Yes, that’s right.
Agent: Perfect. I’ll schedule your call for October 28th at that time.
Customer: Great, thank you so much!
At what time in South Africa should the agent call so the customer answers at 3:15 p.m. in New York?
C 8:15 p.m
B 5:15 p.m
A 9:15 p.m
¡¡Congratulations! You’ve got your second secret number to save your client — write it down and keep investigating.
Continue
Correct
New number obtained
Oops! Looks like someone’s time machine was set to the wrong timezone!
map
You’ve completed Mission 2! Don’t forget the number you just discovered!
01
02
03
Phonetic Alphabet Lock
Decode the following message written in the NATO phonetic alphabet. Write it as a single phrase, all caps, no spaces. Alpha Lima Whiskey Alpha Yankee Sierra Lima India Sierra Tango Echo November Tango Oscar Charlie Alpha Lima Lima Sierra
This page requires a password to access.
Introduce la contraseña
map
You’re almost there — you’re just a step away from earning your badge as the best customer service agent!
01
02
03
Last mission (?)
The Active Listening Lock
Remember, great agents don’t just listen; they double check what they’ve understood to make every call easier for both sides.
Scenario: A customer calls saying:“I placed an order yesterday, but I haven’t received a confirmation email yet.” As a professional agent, what’s the first key action to take before explaining or escalating the case? Drag each picture to the matching shape to decode the code.
Got it?
NF
RM
2º
1º
CO
3º
4º
Drag each picture to the matching shape to decode the code.
Access denied, even the best agents need a password!
Introduce la contraseña
map
You’re almost there — you’re just a step away from earning your badge as the best customer service agent!
01
02
03
Extra mission
04
Customer Priority Lock
“Your inbox is buzzing with pending tickets, and time is ticking! ⏰As a top-notch customer service agent, you know that prioritizing the right case can make all the difference. Each customer has been waiting for hours, and your decision will show just how sharp your judgment is. Think carefully, whose issue will have the biggest impact if resolved first?”
Which ticket should you prioritize FIRST?
C Customer waiting 9 hours and asking how to change profile picture.
A Customer waiting 7 hours for password reset.
B Customer waiting 9 hours for delivery update.
You just gave the gold medal to the wrong ticket!
¡¡Congratulations! You’ve got your last secret number to save your client — write it down and keep investigating.
Continue
Last number obtained
Correct
map
You’re almost there — you’re just a step away from earning your badge as the best customer service agent!
01
02
03
04
Password?
The fate of your VIP (and your lunch) depends on this,what’s the code?
Introduce los números correctos
Mission accomplished!
Customer Service Week
Callzilla
elite customer agent
S.P.Y
You’ve leveled up to Elite Customer Service Agent, well done!
01:30
Lock 1 Empathy Lock
Choose the seven BEST empathy-first statements you’d use at the start of a tough customer call. Take the FIRST LETTER of each correct line (in the order shown) to form a 7-letter code. Type the code in ALL CAPS. A. Really sorry this happened, I’m here to help you fix it today. B. Honestly, it’s not our responsibility. C. Exactly; I can see how this impacted your day. D. Sorry to hear that and thank you for your patience while I check this. E. Please allow me a brief moment to review your case. F. Relax; this isn’t serious. G. Everyone deserves to feel heard, and I’m here to help you. H. Completely understand how that situation could be upsetting for you. I. Customers like you always complain. J. Keep in mind we can’t always satisfy everyone. K. Just so you know, this isn’t usually a big deal. L. Thank you for contacting us; I’ll do my best to resolve this quickly. M. Listen, I don’t have much time to help.
Hint: “Gratitude + empathy + ownership + patience + collaboration = the golden rule of customer service.
Are you ready to answer?
Continue
"You can practically hear the briefcase clicking open, save your VIP and claim your glory!" 💼✨
Don't forget!
Write down in order the numbers that go with each letter to get your secret code.
Continue
Save the VIP Customer
Laura Guevara Marin
Created on October 9, 2025
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Transcript
Save the VIP Customer
start
mAP
ESCAPE ROOM SAVE THE VIP CUSTOMER
01
Story: A VIP customer’s case will breach the SLA in 45 minutes. Teams must solve some locks to recover the right information and save the customer. Team size: 4–6 players per breakout room. Duration: 45 minutes.
Open the letter
Write the code
I have it!
Drag the letters into this space and form the answer to the previous riddle.
Password?
Knock on the door, enter the previous code, and you'll get the first number you need to open the briefcase.
"You can’t enter without a password."
Introduce la contraseña
map
You’ve completed Mission 1! Don’t forget the number you just discovered!
02
01
Time-Zone Lock
The VIP is in New York City (USA) and asks for a call at 3:15 PM (Oct 28) New York time.Your team is in Johannesburg, South Africa (SAST, UTC+2). On Oct 28, what local time in South Africa is that?
Read the conversation
Agent: Thank you for calling Customer Support, this is Laura speaking. How can I help you today?
Customer: Hi Laura, I’d like to schedule a call back for October 28th at 3:15 p.m., please.
Continue
Agent: Of course! Just to confirm, you’re calling from New York city, correct?
Customer: Yes, that’s right.
Agent: Perfect. I’ll schedule your call for October 28th at that time.
Customer: Great, thank you so much!
At what time in South Africa should the agent call so the customer answers at 3:15 p.m. in New York?
C 8:15 p.m
B 5:15 p.m
A 9:15 p.m
¡¡Congratulations! You’ve got your second secret number to save your client — write it down and keep investigating.
Continue
Correct
New number obtained
Oops! Looks like someone’s time machine was set to the wrong timezone!
map
You’ve completed Mission 2! Don’t forget the number you just discovered!
01
02
03
Phonetic Alphabet Lock
Decode the following message written in the NATO phonetic alphabet. Write it as a single phrase, all caps, no spaces. Alpha Lima Whiskey Alpha Yankee Sierra Lima India Sierra Tango Echo November Tango Oscar Charlie Alpha Lima Lima Sierra
This page requires a password to access.
Introduce la contraseña
map
You’re almost there — you’re just a step away from earning your badge as the best customer service agent!
01
02
03
Last mission (?)
The Active Listening Lock
Remember, great agents don’t just listen; they double check what they’ve understood to make every call easier for both sides.
Scenario: A customer calls saying:“I placed an order yesterday, but I haven’t received a confirmation email yet.” As a professional agent, what’s the first key action to take before explaining or escalating the case? Drag each picture to the matching shape to decode the code.
Got it?
NF
RM
2º
1º
CO
3º
4º
Drag each picture to the matching shape to decode the code.
Access denied, even the best agents need a password!
Introduce la contraseña
map
You’re almost there — you’re just a step away from earning your badge as the best customer service agent!
01
02
03
Extra mission
04
Customer Priority Lock
“Your inbox is buzzing with pending tickets, and time is ticking! ⏰As a top-notch customer service agent, you know that prioritizing the right case can make all the difference. Each customer has been waiting for hours, and your decision will show just how sharp your judgment is. Think carefully, whose issue will have the biggest impact if resolved first?”
Which ticket should you prioritize FIRST?
C Customer waiting 9 hours and asking how to change profile picture.
A Customer waiting 7 hours for password reset.
B Customer waiting 9 hours for delivery update.
You just gave the gold medal to the wrong ticket!
¡¡Congratulations! You’ve got your last secret number to save your client — write it down and keep investigating.
Continue
Last number obtained
Correct
map
You’re almost there — you’re just a step away from earning your badge as the best customer service agent!
01
02
03
04
Password?
The fate of your VIP (and your lunch) depends on this,what’s the code?
Introduce los números correctos
Mission accomplished!
Customer Service Week
Callzilla
elite customer agent
S.P.Y
You’ve leveled up to Elite Customer Service Agent, well done!
01:30
Lock 1 Empathy Lock
Choose the seven BEST empathy-first statements you’d use at the start of a tough customer call. Take the FIRST LETTER of each correct line (in the order shown) to form a 7-letter code. Type the code in ALL CAPS. A. Really sorry this happened, I’m here to help you fix it today. B. Honestly, it’s not our responsibility. C. Exactly; I can see how this impacted your day. D. Sorry to hear that and thank you for your patience while I check this. E. Please allow me a brief moment to review your case. F. Relax; this isn’t serious. G. Everyone deserves to feel heard, and I’m here to help you. H. Completely understand how that situation could be upsetting for you. I. Customers like you always complain. J. Keep in mind we can’t always satisfy everyone. K. Just so you know, this isn’t usually a big deal. L. Thank you for contacting us; I’ll do my best to resolve this quickly. M. Listen, I don’t have much time to help.
Hint: “Gratitude + empathy + ownership + patience + collaboration = the golden rule of customer service.
Are you ready to answer?
Continue
"You can practically hear the briefcase clicking open, save your VIP and claim your glory!" 💼✨
Don't forget!
Write down in order the numbers that go with each letter to get your secret code.
Continue