Irate Customer Mock Call Uninterrupted Version

Kwestyon

11 Sept 202007:32

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

00:00

📞 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.

05:03

😡 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

A mock call is a simulated phone conversation used for training purposes. In this context, the mock call is between Candice, a customer service representative, and Amber, a customer. The scenario is designed to help trainees understand how to handle difficult situations in customer service, such as product mix-ups.

💡Customer Service

Customer service refers to the assistance provided by a company to those who purchase its products or services. In the video, Candice represents the customer service department of Home Supplies, and her role is to resolve Amber's issue with the wrong item that was shipped. The focus is on how she communicates and resolves the problem effectively.

💡Order Mix-up

An order mix-up occurs when a customer receives the wrong item from a company. In this case, Amber ordered a convection oven but received a cutting board instead. This mix-up is the main issue in the call, which Candice tries to resolve by sending a replacement.

💡Reshipment

Reshipment refers to the process of sending a replacement product to a customer after an error has occurred. Candice offers Amber a reshipment of the correct item, a convection oven, and assures her that it will arrive before her son's birthday.

💡24-Hour Shipping

24-hour shipping is a delivery option that ensures a package will be shipped within a day. Candice promises Amber that the replacement oven will be shipped within 24 business hours to ensure it arrives in time for her son's birthday, demonstrating a quick resolution to the problem.

💡Product Barcode

A product barcode is a unique code that identifies a product and helps track inventory. Candice asks Amber for a photo of the barcode on the cutting board to ensure the reshipment request is processed correctly. The barcode helps confirm the wrong item was sent.

💡Customer Frustration

Customer frustration is the feeling of dissatisfaction or annoyance when something goes wrong with a service or product. Amber expresses frustration because she received the wrong item and needed the oven for her son's birthday. The call highlights how important it is for customer service to empathize with and address this frustration.

💡Apology

An apology in customer service is a formal expression of regret for a mistake or inconvenience caused to the customer. Candice repeatedly apologizes to Amber for the mix-up, acknowledging the company’s mistake and showing empathy to help diffuse the situation.

💡Refund Request

A refund request is when a customer asks for their money back instead of a replacement item. Amber initially requests a refund because she lost confidence in the company’s ability to fulfill her order after the mix-up, suggesting that she might prefer to order from Amazon.

💡Escalation

Escalation in customer service refers to the process of elevating a customer complaint or issue to a higher level for resolution. While not explicitly stated, Amber’s dissatisfaction could have led to escalation if Candice hadn’t provided a satisfactory solution by offering quick reshipment and reassurance.

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.