Sentry Page Protection
Role Play Scenario 21
While working at a call centre, you notice that another employee, Paul, has been keeping a note of customers’ card details.
In this role play, you may speak to the co-worker.
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 - Ask Paul if you can speak to him in private at a time that is convenient for him.
2 – Commence with an open question, like ‘Hi Paul, how are you finding work?’
3 - Be polite but firm, and make sure to allow Paul to explain himself.
4 - Explain that writing down any form of customer details is explicitly against company policy. Temper your response according to what Paul says. If he becomes aggressive, politely inform him that you will have to report the matter to seniors immediately. If he is honest and apologetic, you will still have to report him - but perhaps this can be done in a slower and more considered way, giving Paul time to consider his actions.
5 - This behaviour is clearly wrong, and indicative of potential illegal actions - it therefore must be reported to senior staff. However, it may be reflecting trouble in Paul’s life; so your goal should be to help him as much as possible, as well as dealing with the immediately obvious problem. Attempt to explore any other breaches which may be occurring ie. Is Paul selling on this credit card information?
6 - Your plan going forward is to report this to senior staff, with or without Paul’s help, depending on how reacts. They will then decide on what next steps to take.