Customer Service Scenarios
Hello everyone!
With the numbers you were given on
Wednesday, look for the corresponding scenarios posted on the list
below and provide an answer for each of them. The purpose of this
assignment is to evaluate how you would answer a customer and help
you out if there is anything to be corrected or said in a different
way.
We are looking forward to reading your answers. Be as creative, empathetic and professional as possible. DO NOT copy anyone's answers because when you get your job, you are the one who is going to be interacting with customers.
When you are done, post your answers in one single comment. The blog will close at 11:59 p.m on Friday so make sure you send your answers on time.
Scenarios:
- How would you greet your customer?
- How would you tell customers you need some time to resolve the issue?
- How would you tell customers you will transfer them to a different chat or phone call?
- How would you admit fault? What would you say next?
- What would you say when you can’t resolve the issue?
- What would you tell a customer who is requesting a refund?
- What would you answer a customer who is asking for a discount? (when it's not possible to give them one)
- How would you offer a discount as a compensation for the inconvenience?
- What is the best way to respond to a customer when they are asking for a product or feature you don’t currently have?
- What would you say to a customer who is asking to cancel their subscription/service?
- How would you tactfully let a customer know their last month bill was not paid?
- What would you answer when a customer reaches you by mistake? (Contacted the wrong company).
- What would you say to a customer who forgot their password?
- How would you handle a customer that speaks a language you don’t understand?
- What is the best way to tell a customer their account is overdue or expired?
- How would you sell NFLST upgrade to NFLST Max?
- What would you answer a customer if they ask for a supervisor?
- How would you tell a customer you can't help because they couldn't provide the security information required? (e-mail, phone number or password)
- What would you reply a customer who is using abusive language against you?
- How would you end the chat/call?
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ReplyDeleteQuestion 4)
ReplyDeleteHow would you admit fault? What would you say next?
I’m sorry for any inconvenience this misunderstanding may have caused you, and I truly apologize for my mistake.
(Question 11 )
How would you tactfully let a customer know their last month bill was not paid?
.. I've double checked your payment information and there's a delay in your last month's bill payment
We as a company believe that our clients are the most important part of the business and , we really appreciate that you've made the decision to contract our services
And I would really appreciate
you could settle your payment at your earliest opportunity.
Something interesting about this is you would apply to a new free discount on your next payment and 15% of discount on your favorite primium channel !
( Question 17)
What would you answer a customer if they ask for a supervisor?
May I know the reason why you're calling us , and this will bring me the opportunity to look for an alternative solution for you .
I'm sorry to hear that you have had that bad experience a let me assure you that I'm here to help you out of this problem
(Question 20)
How would you end the chat/call?
Ok ,Mr .. is there anything else that I can do for you today ?
Is there anything else that I can assist you with ?
If the customer say yes ..
Ok will be a pleasure for me to resolve this matter for you ,and if it's necessary further attention to this , be for sure that you'll have full support from me .
And if the customer said no
Was a pleasure to me have resolved this matter /this issue
This inconvenient that you had
Have a nice
nice weekend/day and thank you for calling Teleperformance.
6.what would you tell a customer who is requesting a refund?
ReplyDeleteJust give me a moment.
I will see how can I do for you.
I checked the information and we can't give to you a refund, but I have a better offer for you.
In this month you will receive a discount in your package or if you want you can choose one more channel in your cable package.
10. What would you say to a customer who is asking to cancel their service?
Let me see If I have a better offer for you.
I checked your account and I saw that you are a loyal costumer, we want to offer a new package, with more channels and with the same price.
11. How would you tactfully let a customer know their last month bill was not paid?
You are an excellent and puntual costumer, and we appreciate that, but I checked your account and you didn't paid your bill last month.
You can pay your bill this month, but you will pay $5 more for the extra charge.
14. How would you handle a customer that speaks a language you don't understand?
I would like to help you better.
May you repit with complete words, please?
6.what would you tell a customer who is requesting a refund?
ReplyDeleteJust give me a moment.
I will see how can I do for you.
I checked the information and we can't give to you a refund, but I have a better offer for you.
In this month you will receive a discount in your package or if you want you can choose one more channel in your cable package.
10. What would you say to a customer who is asking to cancel their service?
Let me see If I have a better offer for you.
I checked your account and I saw that you are a loyal costumer, we want to offer a new package, with more channels and with the same price.
11. How would you tactfully let a customer know their last month bill was not paid?
You are an excellent and puntual costumer, and we appreciate that, but I checked your account and you didn't paid your bill last month.
You can pay your bill this month, but you will pay $5 more for the extra charge.
14. How would you handle a customer that speaks a language you don't understand?
I would like to help you better.
May you repit with complete words, please?
...
ReplyDeleteQuestion. 3)
DeleteCould you please hold on for a minute Sr? while i am transferring you to the specific department you are looking for...
Question. 9)
Unfortunately Sr. the product you are looking for is sold out. however, we have many differents kind of product with the same features or even though better than the product you are looking for....
Question 13)
Do not you remember anything realeted with your password try thinking what was the web site, where you created your account. In that way you might be to remember, what was your email back up that you gave in order to created your profile. However if we do not get the result we want i may help you to sign in again with another password...
Question 15)
Lately we have reviewed your account and we have just noticed that your account is overdue, right now, i am offert you many ways in order to pay in this oportunity, do you wants to pay with credict card or we make you an appointment for paying in this week in such way you will not make an effort to solve this inconvenient...
2. How would you tell customer you need some time to resolve the issue?
ReplyDeleteCould you please give a couple of seconds while I look for the solution
to give you the best answer and resolve every single issue that you have.
7. What would you answer a customer who is asking for a discount?
In this moment there is no offer for this service, but I assure you that
the price is the best price that can exist , if you pay it you are gonna service
the best service.
16.How would you sell NFLST upgrade to NFLST max?
We saw that you are a loyal customer and we would like to offer you a better service.
Just for $10more you can get the NFLST max, now every single Sunday you will able to watch all the games and that is not all, you will able to watch more channels like fantasy zone, red zone
and much much more, they are exclusive channel that only NFLST has and
the best part you will able to watch those games on your smartphone,
tablet not only on your TV .
NFLST will allow you to follow the soccer more
closely , You will never miss the best league games NFL.
19. What would you reply a customer who is using a abusive language against you?
Sr. keep calm, if you explain to me what are your issues
I'll be happy to help you solve them.
2.How would you tell customers you need some time to resolve the issue?
ReplyDeleteMr/Miss. I'm really sorry for the inconvinience, I will do all my reach to solve your issue, this could take few minutes but I assure you it will be fixed. Thanks in advance.
17.What would you answer a customer if they ask for a supervisor?
First of all, keep calm and tell the customer:
Mr/Miss. Would you be kind as leave your request with me? and if am not able to complete it on my service commitment to you I will gladly transfer you with my supervisor.
18.How would you tell a customer you can't help because they couldn't provide the security information required? (e-mail, phone number or password)
I will be more than happy to assist you with your issue, but to be fixed I require of some of your information wich is vital to continue with the process, like your e-mail adress, your phone number, password. Would you be so kind as bring me that information so I will give you a quick solution for the issue?
19.How would you end the chat/call?
Is anything else I can do for you?
I'm glad I could help you, thanks for your time and if you have another issue I will be more than glad to help. Thank for preffer ''company name'' have a nice day.
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ReplyDelete5 - What would you say when you can’t resolve the issue?
ReplyDeleteI do apologize, I did my best and I tried to solve the issue, but I couldn’t .May I transfer your call to another department? This department has some extra resorts to fix every kind of issues, they will be so glad to helping you to find the best way to solve it.
10 - What would you say to a customer who is asking to cancel their subscription/service?
May I know why do you want to cancel the subscription?
Let me tell you, if you still with the subscription, you will continue enjoying all the benefits about our services and I can offer you some extra benefits for the same price or for an extra payment (depending the disponibility), all you need is renovate your subscription.
15 - What is the best way to tell a customer their account is overdue or expired?
Overdue = I'm so sorry to inform you that your account is overdue, you must to go to the closer branch or do the respective payment via internet, to still enjoying our services and benefits, we can help you to find some credit way to solve the issue.
Expired = I'm so sorry to inform you that your account expired, but if you want still enjoying our services, you can renovate the subscription with the same kind of service or get a new contract with different features for the same price, even for less payment. I can provide you all the information or you can visit our website for more information.
18 - How would you tell a customer you can't help because they couldn't provide the security information required? (e-mail, phone number or password)
I'm so sorry sir/miss but I need that you must to provide me the right information to continue with the flow of the process to solve the issue. May I get the same information that you provide to the agent to create the contract of our service? I'll be so thankful if you can and I'll be so glad to help you.
Pahola Artiga
ReplyDelete5. What would you say when you can’t resolve the issue?
I would say: ¨Coul yoou give me a moment please, I will check out what can I do to solvve your issue.¨ And ask for information that is going to be helpful to solve the problem.
6.What would you tell a customer who is requesting a refund?
¨I am sorry to hear that¨ And explain what the product or service offers in order that the customer stay with the product or service. And if he or she disagree. I would ask my suervisor.
8.How would you offer a discount as a compensation for the inconvenience?
¨I understand you could be mad for our inconvinience, so I will provide you a discount.¨
15.What is the best way to tell a customer their account is overdue or expired?
First be polite and greet the cutomer: ¨Hello my name is ... hope you are having a good day. I am calling you to remind your payment of this month¨.
Brian Chacon
ReplyDelete6) What would you tell a customer who is requesting a refund?
We apologize for the inconvenience , but let us know what is the reason that you are requesting a refund ? Because we can solve your inconvenience in another way , giving to you a special discount or increasing your package for the same price that you have been paying these months and we'll make sure that this inconvinience won't happen again.
10)What would you say to a customer who is asking to cancel their subscription/service?
We would like to know the reason because we want to be able to offer to you a possible solution If you are having problems with our service , so that you could feel comfortable with the service that we are providing to you.
12)What would you answer when a customer reaches you by mistake? (Contacted the wrong company).
I'm Sorry Sir/Miss you contacted the wrong Company. Is there anything else I can help you with today? or Will that be all? Thank you very much , have a nice day!
14) How would you handle a customer that speaks a language you don’t understand?
I would like to help you better Sir/Miss , So I'm going to transfer this call to the agents in charge of the language that you speak
Question 5
ReplyDeleteI am sorry! I did my best in order to resolve your issue and I couldn’t. The thing that I can do for you, is send the call to another person who has acces to many things and he/she can help you to resolve it.
Question 10
I understant that you want to cancel your subscription. Could you tell me why do you want to do it?
I am checking the system right now, and I can see that you are a good customer, you have been being our customer for 2 years . If you allow me to renew your subscription right now, you cant continue enjoying the discount that you got last year for the following year.
Question 18
I am sorry! I can’t do anything for you because you didn’t provide me the security information correctly in order to check your account, and it is requiered by company polices.
Question 9
I do apologize! I can’t help you with it. Currently we dont have that product. I offer you another product with the same features
Number 3: Ok Miss, I'm going to connect you with the righ department, could you wait for a moment, please? While we are transferring your chat to the correct account and to the righ department.
ReplyDeleteHow is your day going?
Number 9: Let me tell you that, we currently don't have the product that you are looking for, actually, we have products with similar features, even, with better benefits.
Number 13: This problem has a solution, don't worry! Every password has something related by way of retrieve it, like, the gmail or a cellphone number, now, go to the link [forgot password] and if you have any issue, let me know and I can reset it for you or we can sign in with a new password.
Number 14: Mr. Thomas.
I can't speak your language [in his language] It will be a pleasure for me to help you in what I can!
1. Good morning/afternoon/night Mr./Mrs....., my name is David Martinez it is a pleasure to assist you this day, how can I help you?
ReplyDelete11.I know you are a great customer and you are always on time with your bills, but I recommend you to contact your bank because your last bill is not been paid.
17. Of course I will be glad to call my supervisor, this will take a moment thanks for your patience, have a nice day.
3. In order to help you in a best way I would like to transfer you to another chat if its ok to you.
They will be able to assist your problem in a more efficient way.
1- how would you greet your customer?
ReplyDeleteThank you for calling teleperformance my name is carlos ventura how may i assist you to day
7- if the customer is asking me for a discount and i know that the product doesn't have discount
i am gonna answear like this mr customer let me check in the sistem if the product has a discount, then tell to the customer mr customer i was checking in the sistem but!! Its doesn't have discount
12- what would you answear when a customer reaches you by mistake?
Depending my deparment because if i am sales agent i would try to sell something for example if the customer is trying to book a reservation like a hotel for example this company works for that and i'll be definatelly able to help you but if he is looking for something else and he is not looking for that unfortunately he reach the wrong phone number
19- what would you reply a customer who is using abusive lenguage against you?
Mr customer I'll be more than happy to assist you but!! We need to take this call in a proffesional way this is my first warming if the customer continues saying abusive lenguage against me, ok mr customer if you can't take this call proffesional i feel so sorry but i am gonna hang up the call but i need to wait when the the three warming
2. How would you tell costumers you need some time to resolve the issue?
ReplyDeleteIn this moments we are giving a solution for your "issue", may you please wait a seconds on phone.... Thank you for wait...
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7. What would you answer a custumer who is asking for a discount? (When it's not possible to give them one)
I'm really sorry but I couldn't give you an extra-discount because that is the real cost for the product.
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16. How would you sell NFLST upgrade to NFLST Max?
If you're a fan of American Football, you really need a NFLST Max!... Why? I will tell you why...
With NFLST Max you will have acces to all that you already have in NFLST. Plus you will have full acces to:
-Red Zone Channel: This is a special channel from NFL network and exclusive for
DIRECTV with this channel you will watch all the games on sunday from 1:00 pm to
8:00 pm
-DIRECTV fantasy zone: provides you Live Game-to-Game Coverage Each Sunday
Afternoon With In-Depth Fantasy Football Analysis, NFL.com Fantasy In-Game Stats,
Player Previews, Highlights and Key Player Updates
-Shortcuts: do not miss a Touchdown ever again with this you will watch all the little
things of the game.
-Live stream on all your devices (Smartphone, Tablet, PC, Xbox, Smart TV)
All this benefits for this price $ it's something than you can't miss.
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19. What would you reply a custumer who is using abusive language against you?
(Do not take it personal) Take the control of the call with empathy.
I understand how you feel it's something that it could happen and in this moment we're trying to find a solution for your issue, just wait a second.
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ReplyDeleteHello TP,
ReplyDelete4. I would greet the customer in a polite way. then I would accept fault and explain why I did it in wrong way and give my apology, Because all customers need a explain about mistake in any service they buy, For example:
"Agent-Good morning... How are you today?
-Customer: I have a problem with my reservation you did!.
-Agent:Yes, Sir. You're right, I did it in wrong way, because I wrote down badly the information you gave me, I'm so sorry for the mistake I did, right now I'm going to resolve it. I am sorry again I will improve The customer service that I provide to assist you in a better way",
7. Well if the customer asks me for a discount when it's not possible to give then one, in this example the customer wants a discount
With NFL Max and I would say to Customer: I completely agree with you Sir. about cost, just let me explain you about service:
-This service has excellent quality and benefits, such as: you can enjoy the programs with a better resolution and has exclusive channels that if you choose to get them individually the price would be higher, they need to know all service's benefits and why own service is the best.
12. When The customer contact us by mistake, I would say: Good morning, thank you for calling To TP, My Name is Alexandra, Who do I have the pleasure of speaking with?
-Customer: Good morning, John speaking, Am I speaking to the airport of El Salvador?
-Agent: No, you are speaking with Teleperfomance, I'm Sorry Sir., you have contacted us by mistake, Is there something I can help you?
-Customer: No, Thanks.
-Agent: Thanks for calling, having a wonderful day!.
19. And when the customer is using a abusive language against me, I would reply:
-Agent: I understand sir, I'm sorry for mistake let me check the inconvenience, May you offer me a moment on hold, please?
6) What would you tell a costumer who is requesting a refund?
ReplyDeleteListen to the reason, apologize, then tell that I can not give to refund but I have a good promotion for you. I can do a discount or ask to the supervisor if I can give another promotion, but I have to show that I am doing all possible to help because we value their preference.
9) What is the best way to respond to a customer when they are asking for a product or feature you do not currently have?
Let me tell you that currently we do not have it, but I can give you different similar options with better services. And explain what it is and the kind of things that they can enjoy.
13) What would you say to a customer who forgot their password?
No problem, we'll be happy to solve it and you continue enjoying your service. I need you to please tell me your name and something that can support your identity. You have something related with your password where we can send to you a security code, let me know when you got it to establish a new password.
15) What is the best way to tell a customer their account is overdue or expired.
Hello, this is Marcela, let me tell you that your account is overdue, we want you to continue enjoying our services so you can renovate and receive our special package for the same price because we value your loyalty and preference, do you agree?