Learn · Module detail
staff training for loyalty
Train staff on the member promise, qualifying events, balance corrections, redemption limits, and escalation path. Practice the exceptions that create trust risk, not only the happy path.
## The mechanism
Define the qualifying event, value change, owner, correction path, and member explanation. Keep eligibility, liability, fulfilment, consent, and reversal as separate rules. The operating control must be testable from the ledger.
## Worked example
Illustrative arithmetic: a team handles 60 member questions, 45 about earning and 15 about redemption. If each answer takes 4 minutes, the example represents 240 minutes.
## Do it
State the rule in one sentence. Map the event that starts it, the event that changes value, the exception path, and the review action. Test ordinary, cancelled, duplicated, and disputed cases before release.
## Common mistakes
- Measuring activity instead of the target behaviour. Name the counterfactual. - Treating face value as operator cost. Price fulfilment and correction. - Hiding exclusions or expiry. Put the boundary beside the decision. - Automating an undefined rule. Resolve ownership before implementation.