breakout
The
customer
's
dungeon
Story
© 2025 A game by 'Laura Guevara'
Story: 🚨 Incoming escalation alert! A furious customer is on the phone, shouting, frustrated, and ready to hang up. You and your team must stay calm, listen carefully, and use your best customer service powers to transform anger into satisfaction. Every puzzle you solve brings you one step closer to saving the call. Team size: 4–6 players per breakout room. Duration: 45 minutes.
Start game
Thank goodness you’ve come! We need your help!You need to find the 4 Elemental Gems so that the sword has enough power and then defeat the fearsome customer that is terrorizing our agents…
Help us, only an agent like you can do it!
No thank you, I’ll pass
Of course!
Ouch! I thought you were cool ... What will become of us!
Hehehe, I was kidding. Ahem, of course I’ll help you
I knew you would not fail us! Thanks a lot! Here is the holy sword. Now gather the Elemental Customer Service Gems to complete it and defeat the customer with the key skills an agent should have.
LEVEL 1 - EMPATHY GEM
empathy GEM
Watch out, a wandering skeleton is in your way! Get the empathy gem by passing a quiz...
Start level
Where do you think you’re going, mortal?! You won’t be worthy of the Emapathy Gem until you get all my questions correct. Do you dare to try?
A customer starts yelling because their order was delayed for the second time. What’s the best way to respond?
B) “I can hear how frustrating this must be for you, and I’m truly sorry for the repeated delay. Let’s review your order together and find the best solution.”
A) “Sir, please calm down! I already told you there’s nothing I can do.”
The customer says their package has been missing for a week and they’re tired of waiting. Which answer shows real empathy?
B) “I’m really sorry for the inconvenience this has caused. I’d feel the same way if I were waiting that long — let me check what’s happening with your shipment right away.”
A) “I get it, delays happen sometimes. You’ll just have to wait a bit more.”
A customer calls saying they’ve been charged twice for the same purchase and are upset. What should you say first?
A) “I completely understand why that’s upsetting. Let’s take a look at your billing details right now to fix it.”
B) “That’s impossible. Our system never makes mistakes.”
A customer begins the call saying, “I’ve been on hold for 20 minutes!”How should you reply?
B) “I truly apologize for the long wait. I appreciate your patience, let’s get this resolved as quickly as possible for you.”
A) “Yeah, we’re very busy today, so what do you need?”
You’re trying to explain the process, but the customer keeps interrupting and talking over you. What’s the most empathetic way to handle it?
B) “Please stop interrupting me or I won’t be able to help you.”
A) “I can tell this issue is really important to you. Let me quickly explain this part so we can move forward together.”
Congratulations!! Here is your reward, you have earned it
Hahahaha, what do you say? ...
Oh, I've lost my mind, give me another chance!
LEVEL 2 - LISTENING GEM
LISTENING GEM
Choose the correct image to get out of the room alive and get the next gem
Start level
🎧 1. “What does active listening look like?”
🔊 8. “Which image shows poor listening?”
❤️ 5. “Which agent is really listening with empathy?”
📝 3. “What’s the best way to show you’re listening?”
🗣️ 2. “How should you react when the customer is explaining a problem?”
You got the Listening Gem!
GAME OVER
Try Again
Exit
LEVEL 3 - SERVICE GEM
SERVICE GEM
Drag the light to find the correct answer
Start level
Find the word that represents something essential in customer service.
Empathy
Recycling
Agriculture
Which word relates to what every agent must master?
Listening
Guitar
Sofa
Pick the word that shows emotional intelligence in tough calls.
Paper
Patience
Tile
Which of these words belongs in a customer service environment?
Door
Button
Collaboration
And now look for the gem! Hurry up!
You got the Service gem!
GAME OVER
Try Again
Exit
LEVEL 4 - BEST AGENT GEM
best agent GEM
Search among the tiles for the emojis to find the correct answer
Start level
🎧
👂
🧠
Search among the tiles for the emojisto find the correct answer
Pays full attention to the customer, not just to reply, but to understand.
Active listener
Good talker
Hearer
🤝
💖
😌
Understands the customer’s feelings and responds with care and respect.
Sympathetic
Polite
Empathetic
🧩
🧭
🔧
Stays calm, analyzes, and focuses on fixing the issue, not blaming.
Blame finder
Problem solver
Quick responder
😄
🌞
📞
Keeps a friendly tone, optimism, and a smile in every call.
Positive attitude
Overly Agreeable
Pretender
🧘♀️
💬
💙
Remains calm and kind, even when the customer is not.
Passive
Patience
Silent Observer
You got the Best Agent Gem!
GAME OVER
Try Again
Exit
FINAL LEVEL - DRAGON
Defeat the furious customer!
How dare you bother me, you fool!
Empathy
Listening
Service
Best Agent
THE END
You defeated the furious customer. Everything returned to peace. And you’ve become became a legend!
© 2025 A game of 'Laura Guevara'
What will become of us!
SURE YOU WANT TO GO OUT?
Stay
Exit
The Customer's Dungeon
Laura Guevara Marin
Created on October 23, 2025
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Transcript
breakout
The
customer
's
dungeon
Story
© 2025 A game by 'Laura Guevara'
Story: 🚨 Incoming escalation alert! A furious customer is on the phone, shouting, frustrated, and ready to hang up. You and your team must stay calm, listen carefully, and use your best customer service powers to transform anger into satisfaction. Every puzzle you solve brings you one step closer to saving the call. Team size: 4–6 players per breakout room. Duration: 45 minutes.
Start game
Thank goodness you’ve come! We need your help!You need to find the 4 Elemental Gems so that the sword has enough power and then defeat the fearsome customer that is terrorizing our agents…
Help us, only an agent like you can do it!
No thank you, I’ll pass
Of course!
Ouch! I thought you were cool ... What will become of us!
Hehehe, I was kidding. Ahem, of course I’ll help you
I knew you would not fail us! Thanks a lot! Here is the holy sword. Now gather the Elemental Customer Service Gems to complete it and defeat the customer with the key skills an agent should have.
LEVEL 1 - EMPATHY GEM
empathy GEM
Watch out, a wandering skeleton is in your way! Get the empathy gem by passing a quiz...
Start level
Where do you think you’re going, mortal?! You won’t be worthy of the Emapathy Gem until you get all my questions correct. Do you dare to try?
A customer starts yelling because their order was delayed for the second time. What’s the best way to respond?
B) “I can hear how frustrating this must be for you, and I’m truly sorry for the repeated delay. Let’s review your order together and find the best solution.”
A) “Sir, please calm down! I already told you there’s nothing I can do.”
The customer says their package has been missing for a week and they’re tired of waiting. Which answer shows real empathy?
B) “I’m really sorry for the inconvenience this has caused. I’d feel the same way if I were waiting that long — let me check what’s happening with your shipment right away.”
A) “I get it, delays happen sometimes. You’ll just have to wait a bit more.”
A customer calls saying they’ve been charged twice for the same purchase and are upset. What should you say first?
A) “I completely understand why that’s upsetting. Let’s take a look at your billing details right now to fix it.”
B) “That’s impossible. Our system never makes mistakes.”
A customer begins the call saying, “I’ve been on hold for 20 minutes!”How should you reply?
B) “I truly apologize for the long wait. I appreciate your patience, let’s get this resolved as quickly as possible for you.”
A) “Yeah, we’re very busy today, so what do you need?”
You’re trying to explain the process, but the customer keeps interrupting and talking over you. What’s the most empathetic way to handle it?
B) “Please stop interrupting me or I won’t be able to help you.”
A) “I can tell this issue is really important to you. Let me quickly explain this part so we can move forward together.”
Congratulations!! Here is your reward, you have earned it
Hahahaha, what do you say? ...
Oh, I've lost my mind, give me another chance!
LEVEL 2 - LISTENING GEM
LISTENING GEM
Choose the correct image to get out of the room alive and get the next gem
Start level
🎧 1. “What does active listening look like?”
🔊 8. “Which image shows poor listening?”
❤️ 5. “Which agent is really listening with empathy?”
📝 3. “What’s the best way to show you’re listening?”
🗣️ 2. “How should you react when the customer is explaining a problem?”
You got the Listening Gem!
GAME OVER
Try Again
Exit
LEVEL 3 - SERVICE GEM
SERVICE GEM
Drag the light to find the correct answer
Start level
Find the word that represents something essential in customer service.
Empathy
Recycling
Agriculture
Which word relates to what every agent must master?
Listening
Guitar
Sofa
Pick the word that shows emotional intelligence in tough calls.
Paper
Patience
Tile
Which of these words belongs in a customer service environment?
Door
Button
Collaboration
And now look for the gem! Hurry up!
You got the Service gem!
GAME OVER
Try Again
Exit
LEVEL 4 - BEST AGENT GEM
best agent GEM
Search among the tiles for the emojis to find the correct answer
Start level
🎧
👂
🧠
Search among the tiles for the emojisto find the correct answer
Pays full attention to the customer, not just to reply, but to understand.
Active listener
Good talker
Hearer
🤝
💖
😌
Understands the customer’s feelings and responds with care and respect.
Sympathetic
Polite
Empathetic
🧩
🧭
🔧
Stays calm, analyzes, and focuses on fixing the issue, not blaming.
Blame finder
Problem solver
Quick responder
😄
🌞
📞
Keeps a friendly tone, optimism, and a smile in every call.
Positive attitude
Overly Agreeable
Pretender
🧘♀️
💬
💙
Remains calm and kind, even when the customer is not.
Passive
Patience
Silent Observer
You got the Best Agent Gem!
GAME OVER
Try Again
Exit
FINAL LEVEL - DRAGON
Defeat the furious customer!
How dare you bother me, you fool!
Empathy
Listening
Service
Best Agent
THE END
You defeated the furious customer. Everything returned to peace. And you’ve become became a legend!
© 2025 A game of 'Laura Guevara'
What will become of us!
SURE YOU WANT TO GO OUT?
Stay
Exit