Please see the details below of your Mock Call Assessment 

October 16, 2021 1:20 PM

SCENARIO:
 
Sam Dyne is a new customer of Fab Shop. Two weeks ago he ordered a Bluetooth speaker online. Delivery is
expected to arrive yesterday to the address: 7785 Orange Street San Pablo, CA. Today he is calling to ask
about the delivery.
 
Common reasons would include incorrect address or unclaimed delivery.
 
Using your probing skills, identify main concern and provide a resolution. Possible resolutions may include
correcting of address, and/or reshipping of the parcel within 24 to 48 hours for free. Your customer may login to
the shop's website (www.fabshop.com) or mobile app (Fab Shop app) to monitor their orders. Do not forget to
verify the customer's account.
 
CUSTOMER INFORMATION:
 
Company Name: Fab Shop
Customer’s Name: Sam Dyne
Account Number: 1234567899
Address: 7785 Orange Street, San Pablo, CA
 
SCHEDULE:
 
Your Mock Call Assessment schedule is:
 
Date: October 16,2021
Time:                1:20 PM
 
NOTE: Please keep your lines open as you may be called earlier than the schedule.
 
Kindly confirm receipt of this email once receive.

Me: Thank you for calling Fab Shop. This is ____ from retail department. How can I help you with?

Cx: Hi I am calling because I ordered Bluetooth speaker and the delivery is expected to arrive yesterday
to the address 7785 Orange Street San Pablo, CA.

Me: We sincerely, apologized if you expected to arrive your order yesterday. I’ll definitely help you fix this. Do
you have your order number and account name with you so I can check your order and know the reason why
you didn’t received your order yesterday.

Cx:……

Me: I got your order number correct. One moment as I check your order.

Cx: Take your time

Me: Alright, upon checking your order the address is correct but the delivery is unclaimed so you did not
receive your order yesterday. I have option for you which is we’ll reship your parcel order within 24 to 48 hours
for free.

Cx: Yes please

Me: Great I will assure you that I’ll be processing the shipment of your order for 3-5days to be received.
Let me process your shipment order quickly. Same shipping address is 7785 Orange Street San Pablo, CA.,
correct?

Cx:

Me: You order has been placed to ship within 24 to 48 hours for free.

Cx:

Me: We are all set For Updating your order where is it may login to the shop's website (www.fabshop.com) or
mobile app (Fab Shop app) to monitor your order.Aside from this, Sam do you have any other concerns I can
help you with?

Cx:

Me: You’re welcome. Thank you for choosing Fab Shop. Again, this is