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Role Play Scenario 11
You are working in a call centre for games console manufacturer. You receive a call from a customer who has been waiting for an engineer who’s failed to arrive on time. The customer Mathius is upset and is speaking in an angry, raised voice.
In this role play you may speak to the Mathius.
Excellent Student Approach
2. Open Questions
3. Develop Rapport
4. Address the issues known
5. Identify any additional issues
6. Summary and plan going forward
1 - Introduce yourself to the customer and explain what your job role is, and the options that you have recourse to.
2 - Ask them to confirm the situation, when the engineer should have arrived, and whether they have had any communication with them.
3 - Let them explain the situation, and ensure that you appear empathetic as they describe it. Apologise and tell them that you understand their annoyance.
4,5 - Ask them to hold whilst you directly contact the engineer. Explain that you should be able to get through to them quickly, and that this is your only way of solving the issue. With this information you can make an informed decision as to whether to re-schedule the appointment, or whether the engineer can still make it.
6 - Convey the results of your phone call with the engineer. If the appointment is to be re-scheduled, apologise and provide the customer with a complaints procedure if needed. If the appointment will continue as planned, apologise for the delay thus far, and if possible provide the customer with a direct number to call in the event of any further delay.