Role Play – 1

Me: “Hi, thanks for contacting Innovative Widgets. I am Suraj. How can I help you today?”

Customer: “It’s me Joanna. This product is not anything like what I was promised. And your price
was way too high!”

Me: “Sorry to hear that Joanna but I could not understand. Could you please tell me what
the issue is?”

Customer: “Well, I bought a machine two weeks ago and it doesn’t function now. Could you do
something?”

Me: “I apologize, but I need a few moments to get the information. Do you mind holding on
for a few minutes while I look up the situation?”

Customer: “Okay, go ahead.”

Me: “(after getting the information) Well, I can see that you bought the machine from us on
2nd February and the product has no guarantee however, there is six months warranty
so we can fix the machine should you bring it to our maintenance office.”

Customer: “(furious) your sales person assured me that it will last at least a year but now you are
refusing to return it and instead is asking me to bring it back for repair. I can’t believe it”

Me: “I can understand your problem Joanna however, I have to follow company’s policy and
procedures.”

Customer: “Okay Suraj. Could you please find the best alternative so that I can get the refund or
replacement machine?”

Me: “I will have to speak with the customer service manager. Please hold on.”

Customer: “Sure”

Me: (After having conversation with the manager) “So Joanna you are our returning
customer and we do not want to make you sad. You can fill a form to claim back the
money you paid for the product.”

“If you wish to do so, I can process the form today for you. Is that alright?”

Customer: “Can I get a new machine instead? I really need one.”

Me: “That’s easier. We will send our maintenance people to collect the machine and will
deliver the new one by in 3 – 5 business days.”

Customer: “Sounds great. Thanks for your help Suraj.”

Me: “Not a problem. Is there anything else I can help you with today?”

Customer: “That’s all. I’m good”

Me: “Thanks Joanna. Bye.”