Handling a Customer Complaint on the Phone. Gap Fill Exercise & Role Play
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Role Play: Handling a Customer Complaint on the Phone
Sarah: Good afternoon, you’ve reached eagle Electronics customer service. My name is Sarah. How can I assist you today?
Mr. Adams: Hi, Sarah. This is Mr. Adams, and I’m calling to complain about a product I received. It’s , and I’m really unhappy with the service so far.
Sarah: I’m really sorry to hear that, Mr. Adams. Could you please explain exactly what the issue is with the product? I’ll do everything I can to it for you.
Mr. Adams: I ordered a laptop from your website, but when it arrived, it wouldn’t turn on. I’ve tried charging it, and I followed all the steps, but it’s not working at all. Frankly, I’m frustrated and I demand that you replace it immediately.
Sarah: I completely understand your frustration, Mr. Adams, and I apologize for the inconvenience. Let me ask you a few more questions to make sure we resolve this as quickly as possible. When exactly did you receive the laptop?
Mr. Adams: I got it two days ago, and it hasn’t worked since I opened the box.
Sarah: Thank you for clarifying. It sounds like the laptop may have been damaged during shipping. If you send the laptop back to us, we can arrange for a replacement. I to make sure the process is as fast as possible.
Mr. Adams: I don’t want to wait another two weeks for a replacement. This has already caused me too much hassle. I on speaking to a supervisor earlier, but no one was available. Can’t you fix this today?
Sarah: I understand that waiting for a replacement can be frustrating, and I really appreciate your patience. Here’s what we can do: If you return the laptop today, we’ll expedite the process and we’ll offer you a discount on your next purchase as a gesture of goodwill. Additionally, I can that you’ll have the replacement laptop within three business days. How does that sound?
Mr. Adams: Three days? That’s better than I expected, but how do I know it won’t happen again? I don’t want to go through this twice.
Sarah: I completely understand your concern, Mr. Adams. I’ll personally make sure that the replacement laptop is thoroughly tested before it’s shipped to you. I’ll also the shipping department to handle the package with extra care. And I you to call me directly if you have any further issues.
Mr. Adams: Alright, that sounds fair. How do I send the laptop back?
Sarah: I’ll arrange for a return label to be emailed to you. Once you ship it, we’ll process the replacement immediately. Just make sure to include all the original packaging. I’ll also send you a email with all the details and my direct contact information, so you can reach me if needed.
Mr. Adams: Okay, I’ll do that. Thanks for your help, Sarah.
Sarah: You’re very welcome, Mr. Adams. Again, I apologise for the trouble, and I promise to up with you once the replacement has been shipped. Is there anything else I can help you with today?
Mr. Adams: No, I think that covers everything. Thanks again.
Sarah: Thank you for your understanding, Mr. Adams. I’ll be in touch soon. Have a great day!
Mr. Adams: You too, Sarah. Goodbye.
Sarah: Goodbye.
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