Lost Parcel Mock Call Sample

Summary

This 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

00:00

📞 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.

05:00

😊 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.

10:00

📊 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.

Keywords

💡Customer Service

Customer service refers to the assistance and support provided by a company to its customers before, during, and after a purchase. In the video, the two characters, Claire and Candace, represent bad and good examples of customer service, respectively. The video emphasizes how customer service interactions can impact customer satisfaction and loyalty.

💡FedEx

FedEx is a delivery service company that plays a crucial role in the narrative. Both Claire and Candace refer to FedEx tracking notes to check the delivery status of Tabitha's parcel. The discussion about FedEx's role in delivering or misdelivering the parcel illustrates the importance of clear communication between shipping companies, customer service, and customers.

💡Parcel Delivered Not Received (PDNR)

PDNR is a process for reporting that a package marked as delivered has not actually been received by the customer. In the video, both Claire and Candace explain this process to Tabitha, but Candace provides a clearer and more empathetic explanation. PDNR claims trigger an investigation with FedEx to locate the missing parcel or issue a replacement.

💡Complaint

A complaint is an expression of dissatisfaction by a customer about a product or service. In the video, Tabitha expresses her frustration over not receiving her parcel. Her complaint is handled very differently by Claire and Candace, showcasing the contrast between ineffective and effective complaint resolution in customer service.

💡Empathy

Empathy is the ability to understand and share the feelings of another person. Candace demonstrates empathy by acknowledging Tabitha's frustration and offering a clear plan to resolve the issue. In contrast, Claire's lack of empathy aggravates Tabitha, making the situation worse. This illustrates the importance of empathy in customer service.

💡Protocol

Protocol refers to a set of standard procedures that customer service agents follow. Claire repeatedly mentions that she is following company protocol when handling Tabitha’s issue, but her rigid adherence to it without flexibility or understanding worsens the situation. Candace, on the other hand, follows the same protocol but communicates it more effectively and empathetically.

💡Refund

A refund is the repayment of money to a customer who has not received a product or is dissatisfied with it. In the video, Tabitha initially requests a replacement but later considers a refund as a potential resolution. Both Claire and Candace explain the refund process, but Candace provides a more supportive explanation that aligns with Tabitha's needs.

💡Investigation

An investigation is a formal inquiry to determine what happened in a particular situation. In this video, both Claire and Candace explain that FedEx will need to conduct an investigation into the missing parcel before a refund or replacement can be issued. Candace explains the process in a way that reassures Tabitha, while Claire’s explanation is more dismissive and robotic.

💡Dispute

A dispute refers to a disagreement or claim filed by a customer to challenge a transaction, often through a bank. Tabitha threatens to file a dispute if her issue is not resolved, highlighting the tension in the interaction. Candace’s effective handling of the situation helps avoid the dispute, while Claire’s poor handling nearly pushes Tabitha to escalate the issue.

💡Communication

Communication is the process of exchanging information. In the video, Candace exemplifies effective communication by listening carefully to Tabitha, providing clear instructions, and showing understanding. Claire, in contrast, struggles with communication, often responding defensively and frustrating Tabitha further. The video underscores how good communication is key to resolving customer service issues.

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