SCENARIO 2: You are an employee at a small organization in a field and career of
ID: 2391083 • Letter: S
Question
SCENARIO 2: You are an employee at a small organization in a field and career of your choice. Your printer/photocopier has required a number of repairs over the past two years. The warranty has just expired, and the machine broke again. Your boss, who's about to go on vacation, has asked you to convince the printer/photocopier company, CopiesRus, to provide you with a new machine. Anticipate some resistance from the customer service representative of CopiesRus. Role play the conversation you will have with the representative. (One of you will be the employee, and one of you will be the representative, but it is up to both of you to come up with appropriate strategies to lead to success.) SCENARIO 3: You are part of the sales team in a field of your choice for a large company. A customer calls you to complain about how a product she purchased from your company doesn't work properly. During the call, you need to figure out what the problem with the product is and how to solve the problem for the customer. Make sure not to end the phone call until the customer is satisfied. Role play the conversation you will have with the customer. (One of you will be the employee, and one of you will be the customer, but it is up to both of you to come up with appropriate strategies to lead to success.)Explanation / Answer
SCENARIO 2:-
Customer Service Representative: Hello! Yes, please.
Employee: Hello! Actually, I gave a call regarding the Machine Break down.
Customer Service Representative: Yes sir, kindly provide us the model number of the machine and your customer id ?
Employee : Yes. HP laser Jet 1020 Printer Customer ID - IK2525
Customer Service Representative: Okay sir as i can see here your warranty reletion to such product just got expired ? ( Ressistance )
Employee : Yes but printer already gone through so much of repairs with in 2 years that made it obsolete so giving warranty to it regarding break down will not be the permanat solution. (startegy )
Customer Service Representative: Yes sir, i can understand but as warranty relation to your product expired we cant process and exchange request for a product now. (Strategy)
Employee : I bought this brand of printer, beacause i thought this will be long lasting product but it has gone for so many times for repairs in 2 years , which makes it useless and as u can see now it broken down again.I would have contacted you earlier but i was not able to find my warranty card, kindly ask your supervisior or manager, that for the sake of their goodwill , provide us a printer in exchange of such a defective piece. ( KEY MOVE )
Customer Service Representative: Yes sir, let me discuss it with my seniors.
Employee: okay, Be quick.
Customer Service Representative: Sir, I would like to tell you that your issues will be resolved. Our Product Quality Review Team told us to exchange your product with a new one, kindly take your printer to the nearest HP center we are forwardig you, a mail regarding the same kindly check a follow the steps to get a new printer . (Company;s Policy Understanding) .
Employee: Thank you so much for your efforts .
Customer Service Representative: your welcome sir , anything else i can help you out with?
END.
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