Irate Customer Mock Call Uninterrupted Version
Summary
TLDRThe video script features a mock call between a customer service agent, Candice, and an upset customer, Amber, who received a cutting board instead of a convection oven. Amber is frustrated as she needs the oven for her son's upcoming birthday. Candice apologizes, reassures Amber, and resolves the issue by arranging a reshipment within 24 hours. Despite initial doubts, Amber agrees to the solution. The script showcases a common call flow in the call center industry, illustrating effective communication, empathy, and resolution techniques.
Takeaways
- 📞 The mock call involves a customer service scenario where the agent handles an issue with a wrong shipment.
- 📋 The agent, Candice, begins by confirming the customer’s order and reviewing the issue, which is a cutting board instead of a convection oven.
- 😡 The customer, Amber, expresses frustration, emphasizing the urgency due to her son's upcoming birthday.
- 😔 Amber feels upset that she waited for a week and received the wrong item, describing it as a disaster, not just an inconvenience.
- 🙏 Candice empathizes with Amber, apologizing and acknowledging the mistake while explaining the shipping department's rare errors.
- 🎂 The agent shows an understanding of the situation's urgency, noting Amber’s need for the oven by Thursday for her son's birthday.
- ⚙️ Candice offers a solution, promising to send the correct item within 24 business hours and requesting a photo of the wrong item and barcode.
- 🔄 Despite Amber’s hesitation and desire for a refund, Candice reassures her that the issue will be handled with extra care, avoiding further mistakes.
- 📧 The customer sends the required photos during the call, and Candice confirms receipt and begins the reshipment process.
- 🎁 Candice allows Amber to keep the cutting board as a goodwill gesture, further resolving the issue and maintaining customer satisfaction.
Q & A
Question 1: What was the main issue Amber Hill called about?
-Amber Hill called because she ordered a convection oven but received a cutting board instead.
Question 2: How did Amber express her frustration about the mistake?
-Amber expressed her frustration by calling the situation a 'disaster' rather than just an inconvenience. She was upset that she waited a week for the wrong item, especially because it was for her son's upcoming birthday.
Question 3: How did Candice initially respond to Amber’s frustration?
-Candice apologized, acknowledged Amber's frustration, and explained that such mistakes rarely happen, assuring Amber that the issue would be resolved.
Question 4: What was Amber’s reason for being particularly upset about receiving the wrong item?
-Amber was particularly upset because she needed the oven to bake a cake for her son's birthday, which was only a few days away.
Question 5: How did Candice offer to resolve the issue?
-Candice offered to send the correct item (the oven) within 24 business hours, ensuring it would arrive before Amber's son's birthday. She also requested photos of the wrong item and its barcode to process the reshipment.
Question 6: Why did Amber initially hesitate to accept the solution offered by Candice?
-Amber was hesitant because she had lost confidence in the company after receiving the wrong item and expressed a preference to order from Amazon, which she felt was more reliable.
Question 7: How did Candice reassure Amber about the reshipment?
-Candice reassured Amber by explaining that the company would take extra care to ensure the correct item was sent and that no further mistakes would occur.
Question 8: What did Amber need to do to initiate the reshipment?
-Amber needed to send a photo of the cutting board she received and the barcode to Candice while they were still on the call, so the reshipment could be processed.
Question 9: What did Candice say about returning the cutting board?
-Candice told Amber that she did not need to return the cutting board and could keep it or give it away.
Question 10: How did Amber feel at the end of the call?
-By the end of the call, Amber was satisfied with the solution, thanked Candice, and expressed that she would be happy as long as the oven arrived the next day.
Outlines
📞 Customer Call Mock Introduction
The speaker introduces a mock call scenario where viewers are encouraged to familiarize themselves with product knowledge to better understand the solution offered during the call. The setup involves a mock customer call for a home supplies company, where the customer is frustrated due to receiving the wrong product—a cutting board instead of a convection oven.
😡 Customer Frustration and Complaint
Amber Hill, the customer, expresses extreme frustration over receiving a cutting board instead of the convection oven she ordered for her son's upcoming birthday. She angrily questions how such a mistake could occur and voices her disappointment, considering it a major disaster rather than a mere inconvenience. Candice, the customer service agent, attempts to empathize and apologize, acknowledging the mistake and ensuring Amber that steps will be taken to resolve the issue.
📦 Offering a Resolution
Candice offers a solution by proposing that the correct item, the convection oven, be sent within 24 hours to arrive before Amber's son's birthday. She asks Amber to send a photo of the incorrect item (cutting board) and its barcode to expedite the replacement process. Amber is still doubtful, expressing concerns about the company's reliability, but Candice reassures her that they will ensure no further mistakes occur.
📧 Customer Provides Proof and Confirmation
Amber agrees to send the requested photos while still voicing some distrust. After taking and sending the photos, Candice confirms receipt and promises to forward the information to the reshipment team. Amber is relieved to hear that she does not need to return the cutting board and thanks Candice for her assistance, even though she had almost forgotten to ask about the return.
😊 Call Resolution and Conclusion
With everything settled, Amber expresses her satisfaction as long as the oven arrives in time for her son's birthday. She thanks Candice for her patience, and the call ends on a positive note. Candice once again apologizes for the inconvenience and assures Amber that the oven will arrive the next day.
🎓 Call Center Training Tip
The speaker offers advice to beginners in the call center industry. They encourage viewers to check out a linked video for a detailed explanation of the call flow and to understand why the agent handled the conversation in specific ways. The video is meant to help call center newbies learn about the seven steps of call handling.
Mindmap
Keywords
💡Mock Call
💡Customer Service
💡Order Mix-up
💡Reshipment
💡24-Hour Shipping
💡Product Barcode
💡Customer Frustration
💡Apology
💡Refund Request
💡Escalation
Highlights
Introduction to the mock call and product knowledge sharing.
Agent Candice greets the customer and asks for their order details.
Customer Amber expresses frustration about receiving the wrong item (cutting board instead of oven).
Amber explains the urgency of needing the oven for her son's birthday.
Candice acknowledges Amber's frustration and apologizes for the mistake.
Amber compares the situation to a practical joke, highlighting her disbelief over the mistake.
Candice reassures Amber that the error was unintentional and promises to resolve the issue quickly.
Amber expresses doubts about the company's reliability and asks for a refund, considering switching to Amazon.
Candice explains the 24-hour shipping option and reassures Amber that the correct item will be shipped.
Amber reluctantly agrees to give the company another chance and asks where to send the photos.
Candice requests a photo of the incorrect item and its barcode to process the replacement.
Amber sends the photos while still on the call, and Candice confirms receipt.
Candice informs Amber that she can keep the cutting board and does not need to return it.
Amber expresses relief at not having to return the incorrect item.
The call concludes with Candice confirming the replacement and apologizing once again, leaving Amber satisfied.
Transcripts
by the way guys this is the product
knowledge for this mock call
i want you to take a minute to read and
familiarize it
so you will be able to better understand
the solution
given to the customer's problem in this
mock call go
one two three ring
hi thank you for calling home supplies
this is candice how may i help you
order number one two three four five six
full name amber hill thank you
give me one moment please so i can pull
up your account
okay i got your order here and it was
for a convection oven for 129
is this correct yes
correct except that you guys
sent me a cutting board oh i am so sorry
that was
no no no no no no
let me finish don't give me your story
for this inconvenience bull
because this is not an inconvenience
candace this is a disaster
i am upset i waited one long week
one long week and you guys sent me a
cutting board
i mean how would you even explain that
candace how could you even explain that
that someone from your shipping
department
could mistake a piece of cutting board
for an
oven that's what i'd like to know
because
because because i can see how it's my
son's birthday this thursday and i need
that oven to bake his cake
it is now monday and i have no oven
but hey i guess that's okay right
because i have a
cutting board amber i truly understand
how frustrating this is for you
i truly do i do i i know that our
shipping department
tries to their best to keep the orders
as accurate as possible
but on very rare occasions this kind of
mistake happens from time to time and i
am so sorry that this happened to you
of course this is not an excuse and a
mistake
is a mistake and right now what i can do
is to help you resolve this issue
well they shouldn't have done that to me
it's for my son's birthday
and a cutting board for an oven i mean i
mean i can understand if you sent me an
oven with the wrong model number
but a cutting board seriously
i don't know about you but this smells
like a practical joke to me
i assure you amber what happened was an
honest mistake
we would never do that to our customers
on purpose
of course you really should have
received precisely what you ordered
and we failed on that and for that i am
truly sorry
the best thing that i can do for you now
is to make sure that this gets resolved
as soon as possible
well i don't really have a choice do i
so get on with it
okay so if i heard you right your son's
birthday
is this coming thursday right yes
that's right all right here's what i'm
gonna do
because you receive the wrong item i
will request
to have the correct item sent out to you
within 24 business hours
so if if we send it to you today you
should receive the oven
before your son's birthday on thursday
all i need from you to make that happen
is the
photo of the wrong item you received
along with a photo of the barcode
is it possible that you could send to me
while we're on the line so i could
already process
their shipment for you here we are at
the step 5
of the call um this is the part where
candace finally offered the solution to
her
i can send you the photo but um let me
ask you this
what guarantee do i have that your
company is not gonna mess up again
because my purpose really for calling
you guys is to just get a refund
i really just want to order from amazon
because they have a one-day shipping
uh no offense candice but because of
what you sent to me
i'm just not confident enough with your
company anymore
good point amber and i understand your
doubt but
when we encounter this kind of issue
where a customer receives a damaged item
or
as in your case a wrong item we always
make sure to handle the matter with
extra care so there will be no second
mistake
no no chance for a second mistake
happening
so that is why aside from the 24 hour
shipping
we will also do a thorough recheck of
the reshipment
so i can definitely assure you that it's
going to be the correct item this time
well okay i guess i'm just gonna have to
give you another shot
so where do i send the photos to
you can send it to support
homesupplies.com
okay hold on let me go get my phone
because
i already took a photo of the cutting
board yesterday so
i should have it on my phone right here
hold on
okay uh so that's support
homesupplies.com
okay send can you see it
okay let me check
okay yes i got it um by the way amber do
you also have the photo of the barcode
of the cutting board is that really
necessary
i'm not lying yes amber i would need it
to have your reshipment
approved as soon as possible after that
we will ship
the oven to you immediately and you
should receive it within 24 hours
okay let me go upstairs and take a photo
can you hold sure take your time two
minutes later
hello are you there yes amber i'm here
i've sent it did you get it yes i got it
um so now i will forward the photos to
the reshipment team
and you should receive the oven tomorrow
about the
the cutting board you receive you don't
have to return it um
just feel free to keep it keep it or
give it away
oh good i totally forgot to ask you
about that so
thank you candace i really don't want to
drive to the post just to return that
so all right um
i guess it's all good then all settled
yeah yes all you have to do now is to
wait for the replacement to arrive
tomorrow and we will take care of
everything
and again we are so sorry for this
mistake
well as long as the oven arrives
tomorrow
i am happy thank you candace
you've been very patient you're most
welcome amber is there anything else
that i can help you with today
no that's all you have a great day
candace
bye have a great day amber thank you for
calling home supplies
bye gosh
hey if you are a beginner in the call
center industry
and you need a detailed explanation of
this call flow
check the link at the top right corner
of this video
this will tremendously help you if you
are a call center newbie
and you want to learn the basic of call
handling in that video you will learn
why the agent was saying the things that
she was saying during the call
and you will also be able to make sense
of the seven steps of the call flow
alright thanks for watching bye
Ver Más Videos Relacionados
Mock Call Practice | Hotel Reservation | Short Version
Mock Call Sample Script | Billing Question | Short Version
Amber Tuccaro's unsolved murder
Mock Call Sample Recording With Call Flow Guide: PART 1
Call Center Job Interview Simulation | No Call Center Experience
Travel Account Call Center Explained | Tasks, Processes, Mock Calls
5.0 / 5 (0 votes)