Case Study 1

Ron was taking calls for the clinic one morning. When the phone
rang, he picked up the phone: “Thank you for calling Dr. Sarah’s
office. My name is Ron. How may I help you today?” The caller
sounded upset and began to explain how he was waiting on a
prescription from the doctor and still had not received it. He added
that his condition had worsened and he needed immediate help.

Solution:
1st Person- Ron (Assistant)
2nd Person- Steve (Patient)
Ron: Thank you for calling Dr. Sarah’s office. My name is Ron. How
may I help you today?
Steve: This is Steve, I had an online appointment this morning with
Dr. Sarah, it is noon now! I have not received my prescription from
her yet. I don’t think patients are handled with seriousness here! I
want to talk to her immediately!
Ron: Apologies for the inconvenience caused to you, sir. Dr. Sarah
had an emergency case to attend. I will contact her as soon as
possible.
Steve: How cannot my case be considered an emergency; my condition
was already bad in the morning and now it has worsened. I need
immediate help.
Ron: Yes, we understand your condition, sir, we are extremely sorry,
I will contact Dr. Sarah immediately, and arrange for the delivery
of your prescription and medicines to your house within the next 15-
20 mins. We take the full responsibility of your condition.
Steve: Okay, thanks. I hope it reaches in time.
Ron: Yes sir, absolutely. Thank you for your cooperation.
Steve: Thank you!
(steve ends the call)
Case Study 2
George received a call from a client that was not happy about the
product he received in the mail. Mr. Jones continued to complain
about the quality of the product and was angry that he paid so much
for it, only to be broken in delivery. He was very rude while
describing his experience and threatened to sue the company.
Suggest how George should handle the rude client.

Solution:
(Mr. Jones had ordered a laptop from the Online shopping store,
where George works for customer care)
George: Hello, this is George from the Online shopping store’s
customer care. How may I help you?
Mr. Jones: Hello, I am Jones. I had recently ordered a Dell inspiron
15 3000 laptop from your store and I am so shocked to see its
condition.
George: Okay, sir. Please may I know, what exactly is wrong with the
laptop?
Mr. Jones: What is wrong with the laptop?? I have received an old
used laptop. The body of the laptop has innumerable scratches on it,
the screen is hazy and the quality is just disgusting.
George: Sir, but we actually had sent a fresh packed model.
Mr. Jones: What? I didn’t pay such a huge sum of money just to
receive an old laptop. Is paying 50,000 Rs a joke to you? I
immediately want a refund or be sure I will sue your company.
George: We are extremely sorry sir, for the inconvenience caused to
you. We will try our best to give you a replacement for it in the
next 7-8 working days.
Mr. Jones: No! I want a refund. On what guarantee will I get the
laptop in better condition this time? My college is starting within
the next 5 days. I don’t have 8 days to waste.
George: Okay sir, I understand your concern. I guarantee you that
you will receive a replacement in next 4-5 days.
Mr. Jones: Okay, but I better receive it on time and in a good
condition.
George: Absolutely sir, once again extremely sorry for the
inconvenience we caused and thank you for co-operation.
(Mr. Jones cuts the call)
Yes, Please could you connect me with the doctor? It’s urgent!
Ron: I’m sorry but the doctor is currently occupied with some
work, please could you tell
Steve: It’s Steve and