Lost Parcel Mock Call Sample
Summary
TLDRThis video features mock customer service calls, contrasting bad and great service through two representatives, Claire and Candace. Both handle a customer, Tabitha Ratchet, who has not received her order. Claire displays poor service by being defensive and unhelpful, frustrating the customer. In contrast, Candace provides excellent service by showing empathy, taking proactive steps, and clearly explaining the process. The video aims to showcase the importance of good customer service, encouraging viewers to observe the differences and comment with their insights. A follow-up video with detailed explanations is teased at the end.
Takeaways
- 😀 The video contrasts two customer service approaches: one poor, the other excellent.
- 🤔 Claire, the first representative, struggles to provide a satisfactory solution and frustrates the customer with her tone and approach.
- 😡 Claire doesn't actively listen to the customer's concerns, leading to an escalating conflict and dissatisfaction.
- 🔄 Candace, the second representative, handles the same issue calmly and professionally, empathizing with the customer and taking responsibility.
- 📦 Both customer service agents address a missing parcel issue, but Candace's method includes reassurance and clearer steps for resolution.
- 💼 Candace offers a clear plan of action, explaining the process for filing a claim and keeping the customer updated throughout.
- 📝 Candace explains the importance of documenting the missing parcel claim via email, ensuring that the customer is informed about why this step is needed.
- 👍 The video demonstrates how customer service agents who show empathy, patience, and a solution-focused attitude can diffuse frustration and retain customer trust.
- 🚨 Claire's inability to de-escalate the situation worsens the customer's frustration, while Candace's attentive service results in a much better outcome.
- 📊 The video emphasizes the importance of proper communication and service recovery as essential aspects of customer service excellence.
Q & A
What is the main purpose of the video?
-The main purpose of the video is to demonstrate the difference between bad and great customer service using two mock calls handled by Claire and Candace.
What issue is Tabitha Ratchet calling about in both scenarios?
-Tabitha Ratchet is calling about not receiving her order, which was supposed to be delivered on the 20th but still hasn't arrived by the 22nd.
How does Claire handle the customer service call?
-Claire handles the call in a rigid and unempathetic manner, following protocol but failing to show understanding or sympathy for the customer's frustration.
How does Candace's approach differ from Claire's?
-Candace is more empathetic, patient, and actively listens to Tabitha's concerns. She reassures the customer, explains the process clearly, and offers support throughout the resolution.
What mistake does FedEx make in both scenarios?
-FedEx mistakenly claims that the package was delivered and left on Tabitha's front porch, even though her apartment does not have a front porch, and all deliveries should go to the concierge.
What is Claire’s response when Tabitha expresses frustration?
-Claire responds defensively, insisting she is following standard protocol, and repeatedly asks Tabitha to confirm the parcel’s possible whereabouts, which only increases the customer's frustration.
How does Candace try to resolve the situation for Tabitha?
-Candace quickly acknowledges the mistake and offers to file a Parcel Delivered Not Received (PDNR) claim on Tabitha's behalf. She clearly explains the next steps and reassures Tabitha that she will either get a refund or replacement.
Why does Tabitha become increasingly frustrated with Claire's service?
-Tabitha becomes frustrated because Claire asks questions that seem irrelevant, like checking with neighbors, and fails to acknowledge the error in FedEx's claim about the delivery location.
What is the significance of the email Candace sends to Tabitha?
-The email is important because it serves as documentation to prove that Tabitha did not receive her parcel, allowing Candace to file a PDNR claim and initiate the investigation with FedEx.
What does the video encourage viewers to do after watching?
-The video encourages viewers to observe the differences between bad and great customer service, and to comment below with their observations.
Outlines
📞 Poor Customer Service by Claire
Claire's interaction with an upset customer, Tabitha Ratchet, demonstrates poor customer service. Tabitha calls in, frustrated that her package has not arrived as promised. Claire responds dismissively, asking repetitive and irrelevant questions instead of showing empathy. This escalates the situation, leading to Tabitha becoming more agitated. Claire fails to address Tabitha’s concerns adequately and repeatedly refers to standard protocols, causing more frustration. Ultimately, the conversation ends with Tabitha threatening to file a dispute, expressing disbelief at the lack of help she received.
😊 Professional and Empathetic Approach by Candace
Candace’s handling of the same issue showcases excellent customer service. From the beginning, she expresses concern for the delay and demonstrates active listening. Candace offers clear solutions and takes responsibility by offering to file a claim on behalf of the customer. She explains each step calmly, ensuring that Tabitha feels heard and reassured. Candace’s empathetic approach, clear communication, and willingness to help defuse the tension, ultimately turning a potentially negative experience into a more positive one.
📊 Mock Call Analysis and Conclusion
The script concludes with a mock video recording setup, where the presenter acknowledges that the customer interactions were staged to illustrate the contrast between good and bad service. The video encourages viewers to comment on the differences they observed between Claire's and Candace’s approaches. The presenter promises to release a follow-up video explaining the key points in detail. The script ends with a casual and personal tone, as the vlogger mentions feeling awkward about recording outside but signs off with gratitude to the audience for watching.
Mindmap
Keywords
💡Customer Service
💡FedEx
💡Parcel Delivered Not Received (PDNR)
💡Complaint
💡Empathy
💡Protocol
💡Refund
💡Investigation
💡Dispute
💡Communication
Highlights
Introduction of the video explaining the purpose: to compare bad and great customer service experiences.
Claire begins the call with Tabitha, showcasing a poor customer service approach by not acknowledging Tabitha's frustration.
Claire's lack of empathy when Tabitha expresses concern about not receiving the order.
Claire fails to apologize for the delay and continues with robotic and unhelpful responses.
Claire suggests Tabitha check with neighbors, frustrating Tabitha further and showing a lack of understanding of her situation.
Tabitha becomes increasingly upset as Claire follows company protocol without addressing her concerns properly.
Claire's defensive tone escalates the situation, causing Tabitha to lose trust in the company.
Claire tries to conclude the call with a procedure explanation, but Tabitha remains dissatisfied due to the poor handling of the issue.
Candace starts the call, immediately showing empathy and concern for the delay in Tabitha's delivery.
Candace apologizes for the inconvenience, demonstrating better customer service by acknowledging Tabitha’s frustration.
Candace patiently listens to Tabitha and begins investigating the issue, validating Tabitha’s concerns.
Candace explains the FedEx delivery issue clearly and provides practical next steps, offering solutions rather than excuses.
Candace reassures Tabitha that she will handle the issue and keeps her informed throughout the process.
Candace offers proactive follow-up support, inviting Tabitha to contact her directly for any questions during the investigation.
Conclusion of the video invites viewers to analyze the differences between Claire's poor service and Candace's exceptional service.
Transcripts
this is claire and this is candace and today they're going to handle the same issue from
the same customer tabitha ratchet the point of this video is to show you the difference between
bad and great customer service and what i want you to do is to notice the difference between the two
and then comment down below your observations all right let's begin
thank you for calling question this is claire how may i help you today i still have not received
my order you said i would receive it on the 20th it's on the 22nd still nothing
i don't know what's going on but if it's not too much of a bother to you i would really really now
love to get what i paid for you know what i mean okay you may have the order number and your first
name 498 4977 tabitha ratched thank you let me just check that here i mean it's ridiculous if
there's a delay you could just tell me it's not like you don't have my email or anything
you didn't notify me at all if i forgot that i'd ordered it which by the way happens sometimes
then i'd completely be paying for nothing one moment please will i check your order status
unbelievable are you even listening to me i am that's why i'm gonna check the status for you okay
okay fine go ahead thank you see
okay according to the fedex note here your person was delivered on the 20th at 10 am
and it was left on the front porch according to the notes what you're kidding right
okay okay first of all my apartment has no front porch second the only way to deliver
parcels in a residence is by leaving them to the concierge that's it third i was at home
the whole day on the 20th and no one literally no one knocked on my door or called my number
to notify me of a parcel so whatever this fedex guy is saying he's lying okay he's lying have
you tried tracking with the buildings concierge to see if they have kept a package for you or i just
checked this morning and the answer is no there's no parcel otherwise it wouldn't be calling you
how about your neighbors have you checked with them to see if they received your parcel
just just just what line of questioning is this are you saying that my neighbor stole my person no
no no i'm not saying that what i'm saying is they might have received your parcel
while you were away you're not listening to me i told you it was in the apartment the entire
[ __ ] day if someone delivered a parcel the concierge would have received it by now second and
i repeat the only way to receive parcels here is through the concierge nothing else no front porch
no neighbors we're even asking about my neighbors they have nothing to do with this and shooting you
be questioning the fact that fedex said i have a front porch when i clearly don't tabitha i'm i'm
just doing my job this is a standard protocol we have to make sure that the receiver has checked
all the possible places the parcel could have been delivered i know so do your job right you're not
even trying i've been spending my time here listening to you and the only thing you're
doing so far is asking me dumb questions like what kind of service is this i just want to get what
i paid for is that so wrong to ask please calm down tabitha i'm here to help you then help me
and for god's sake do it well jesus christ okay tabitha i'm sorry that this happened to you but
oh yes i bet you are okay for us to resolve this i will send you an email please reply to that email
to confirm in writing that you did not receive the parcel after that i'm gonna i'm already talking to
you what do you need me to email you for i'm i'm telling you right now i did not receive my parcel
so do something about it now it's it's not that simple tabitha you have to confirm in writing
because that's what we're going to show fedex so they can begin the investigation so you know this
is necessary to prove that we are not making this all up once the claim is filed we will investigate
and uh depending on the investigation it will take seven around seven business days and then we can
refund or replace or find your missing parcel so just file a dispute and get my money back
you know that i'm being nice right now right i am contacting you first when i just have phoned my
bank and mark you as fraud in an instant you know that right i wouldn't recommend that as
that might poorly reflect on your credit score especially that it shows delivered you know so
the best option i recommend is to let us file a claim on your behalf that's what i recommend
you know what with the ridiculousness of the situation i i can't even bring myself
to be mad anymore like what is the point anyway you basically have the emotional intelligence
of a peanut so i envy you that's for sure okay so uh how would you like to proceed
well it's not like i have a choice take care of it deal with fedex i didn't pay you to make me
file the claim myself so okay so after you confirm through email that you did not receive your parcel
i will file a pdnr for you what's pdnr it means parcel delivered not received and it will take
it will take five to seven business days okay what happens if the parcel isn't found is the
replacement available in your warehouse i need a replacement for that i want a refund
well since this is a dropship item we don't have the item in stock in our warehouse so i
would first have to check with the drop ship team for its availability but yes
i will take note of that what's the drop ship it means that the item is in another warehouse
and we don't have the inventory for it so we will first coordinate with the supplier uh you
know what you are making my head spin so let me get this straight seven business days for the
investigation and if not found which is probably the case 99 of the time you can check with a team
if it's available and then what another seven days to deliver the replacement yes correct
well i tried to be nice to you guys but it seems like you left me no other choice
i will file a dispute and i will never shop from your site again
as much as i would like to help you this is the best i can do for you i have to follow the company
policy as i said we can issue a replacement but we first have to file a claim and that
will take five to seven business days if that is too long for you to wait which which i understand
uh i suggest that you place another order with a different shipping address
while the investigation is ongoing and we will just refund you for the first parcel but we first
have to wait for the claim blah blah blah just stop okay just stop i don't care anymore i hope
your company goes bankrupt and then no company will ever hire you again your your attitude has
been pretty disgusting condescending the moment you picked up a phone and i cannot
cannot for the life of me imagine an employer who would want to hire you for that attitude
continue living your miserable life i'm just going to go ahead and file that dispute bye bye
thank you for calling question this is candace how may i help you i still have not received
my order you said i would receive it on the 20th it's on the 22nd still nothing i don't know what's
going on but if it's not too much of a bother to you i would really really now love to get what i
paid for you know what i mean oh if it's beyond the promised delivery date we definitely need to
look into that may have your order number in your full name so i can check for you that's exactly
what i'm thinking like i don't understand what's taking so long anyway the um order number is 498.
4977 and my name is tabitha ratchet thank you tabitha i will now go ahead and pull up your
order and hopefully i can give you an immediate answer one moment please go ahead thank you
okay like what you said the estimated delivery date is on the 20th it's not
22nd so it's two days late normally when a person is late like this we send an email
informing you of the delay so let me visit the fedex website and track it thank you candice
that would be appreciated i am i actually haven't tried tracking it on the fedex
website since you already gave me the delivery date through emails so yes please go ahead okay
according to the fedex note here your parcel was delivered on the 20th at 10 am it said that it was
left on the front porch have you tried checking your front porch what what what what you're
kidding right okay okay first of all my apartment has no front porch second the only way to deliver
parcels in a residence is by leaving them to the concierge third i was at home the whole day on
the 20th and no one literally no one knocked on my door or called my number to notify me of a parcel
so whatever this fedex guy is saying he's lying okay he's lying that's that's definitely odd have
you tried checking with your buildings concierge to see if they have kept a package for you
i just checked this morning and the answer is no otherwise i wouldn't be calling you
yeah your neighbors also wouldn't happen to receive it right since as you said all parcels
go to the concierge correct and if the note says he left it on my doorstep again that's impossible
no one can access our doorsteps here except as tenants so there's clearly a mistake here
yes that that makes sense um so here's what we're going to do tabitha it is likely that
fedex delivered the order to the wrong address so i will file a pdnr claim on your behalf it means
parcel delivered not received what this does is to let fedex investigate to find your missing parcel
and after the investigation we will either refund replace or find your missing parcel okay
yeah and for me to initiate the claim i will send you an email right now
please reply to that email confirming that you have not received your parcel and your response
to that email is very important because that will serve as the documentation proving to fedex that
you are requesting for us to file a claim on your behalf okay whatever happens i'm gonna get
my refund though right you're right of course um and the sooner they find your parcel the better
by the way uh in the event that the parcel isn't recovered would you prefer a replacement or a
refund i need a replacement for that i don't want to refund okay i will make note of that
and after the investigation which usually takes five to seven business days i will check with the
supplier for its availability availability and then they can process the replacement for you
okay it's disappointing that this is to happen but okay whatever at least i don't have to file
a dispute to be honest i was i was already thinking of calling my bank this morning and
filing a dispute yes um this is definitely not the experience that we want you to have but we
will try our best to make this as easy as possible for you considering the situation i will also keep
this case in progress so whatever questions you might have during the investigation you just reply
to the same email thread and i will be there to answer your questions so let me get this straight
seven business days for the investigation and if it isn't found you're gonna check with the
team if it's available and if it's available another seven days to deliver the replacement
yes tabitha that's correct but of course if they find the parcel during the investigation
then you don't need to wait that long that's already the maximum time frame yeah well i
hope they do but i i honestly don't have much hope for it but okay replacement's fine i guess
okay yeah i i cannot guarantee that 100 that they would find your missing parcel but there
have been cases in the past when they did find the missing part so um i will of course
update you throughout the process okay so i guess that's my best option um what do you
need me to do just reply to your emails saying that i didn't receive the parcel
that's correct i have just sent you the email all right i will reply in five minutes i'm gonna have
my lunch break what's your name again candice all right candace thank you so much that's all i need
for now i have to go bye enjoy your lunch tabitha thank you for calling question bye
all right as you can see this video is purely mock calls if you want detailed explanations
of all the things that claire did wrong and candace did right head over to this video at
the top which will be available on my next upload all right i think that's all that's all for today
it's really awkward vlogging outside but oh well i gotta get used to it so thank you for watching bye
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