1. How would a good friend describe you?

And tell us about a personal plan or professional

medium-term project? (YOUR REPLY MUST HAVE LAST AT LEAST 1 MINUTE)

My name is Melanie, I’m 22 years old and I´m a fashion design undergraduate, most of my
friends describe me as a hardworking and perfectionist person, because I tend to be collected
and on the sharp side, some of them say I have strong leader traits as I’m very very organized
when it comes to working on teams or with other people, however I would say I´m pretty
gentle I mean I really like control and organization but I´m also sometimes shy and because of
that I don´t tend to impose myself to others.

As I already told you I´m a fashion design student, I´m actually working on my dissertation
degree and what I´m looking for in the next 6 months it´s gaining pattern-making experience
on a garment company so that I can start my professional career as digital pattern-maker.
Once I´ve done this I would like to work for a big company in Mexico city as part of the design
or coolhunter team so that I can travel to New York and Asia and attend fashion fairs this is
why I´m also looking forward to this job because my English is kinda rusty and I need practice ,
also because it´s a requirement for my degree but my main reason is that I wish to travel.

2. A customer calls in, and before you do your greeting they ask you the following: "I want to
speak with your supervisor right away!" How would you respond to this customer? (YOUR REPLY
MUST HAVE LAST AT LEAST 1 MINUTE)

Thank you for calling Hiring Products, may I ask what’s the problem? I can assure you I can help
you out with that if you could give me your order and account number or information about the
issue.

Did you talk to an agent previously? I´ll check your account right away. I completely understand
your frustration however I assure you I´ll fix the problem right now. I can see the problem is a
wrong item and you were promised to receive a replacement, I’m checking your account and here
says the replacement has already been issued by the previous agent.

What I´m gonna do is to send you and email with a tracking number while we are on the line.
Thanks for working with me to figure it out, again I apologize, it was an honest mistake.

In case the issue was a charge or late payment penalty and there was no other option I would say
Because I´ve already given you the exception before I have no other option but to charge you with
the fee, this have been our company policy since 2021. And unfortunately even my manager won’t
be able to cancel this payment. I’ m telling you this because I don’t want to take more of your
time, especially if it means you are going to listen to the same answer from my manager.

And as last resort after proposing all possible solutions to the costumer and she or he refused the
help I provided, I would transfer them to my supervisor.
Thank you for calling Hiring Products Costumer Service, my name is Melanie. How
may I help you today? We are sorry to hear you wish to cancel your subscription
with us. May I have your name and account number please?
Okay I just pulled out your account and what I can see over here is that you’ve
been with us for more than a year, so thank you so much for being with us, we truly
appreciate it. If you don’t mind, can you share with me what was that you didn’t
like, what were you expecting or what went wrong in the service we provided you?
Did you talk to an agent previously?

If you would like to cancel due to quality issues, I understand why you’re upset,
and why we didn’t meet your expectations for the service, I truly apologize for that.
we would like to do anything we can to resolve the issue I can see the problem is a
wrong plan subscription and you were promised to receive the upgrade last week, I assure you I´ll
fix the problem right now.

I understand the issue is the fee for our service right? May I ask what did you say
you were paying with your new subscription? Wow! That’s a nice saving, however
I do see one of our plans that can be right at that range and without the hassle of
switching. If you were only switching on price, we can keep you right here and stay
within your budget.
Got you, What about this, I´ll try my best here to find a discount to offer you on your
next payment alright? Please bear with me while I find out.
Thank you so much for patiently waiting, I have good news for you, I was able to
find a discount for your next month fee, and instead of waiting within 3-5 business
days I´ll process it right away , and once it’s done I´ll send you a confirmation email
while we are on the line alright?.
I se e . So you fo un d a mo re co mp e ti ti ve ra te el se wh e re . Th a t’ s to o
ba d . We a ctu al l y kee p up d a te d wi th wh a t th e to p co mp an ys i n the
cou n try se a rch w he n h iri n g n e w p e op l e an d can p rob a b l y b e a t th a t
ra te . “Are you really sure you want to cancel? Ma n y co stu me rs ma y n o t
rea l i ze o r fo rge t It’ s a b en e fi t o f sta yi ng ri gh t wi th u s, as yo u ha ve
access to monthly job searching tips and special consultations on important
companys hiring profiles that only Resume Help can offer.
I understand your situation, and I would feel the same way if in your position. So,
let me tell you what we are going to do, OK? I'll sign you up for a FREE 3-month
trial Upgrade. So, from your old subscription, instead of getting 3 free templates,
you should now get 10. After 3 months, you could still have it for an additional 5$ a
month, or, if you are not satisfied, you could just simply downgrade your plan, back
to the old subscription.
 Oh, I'm so sorry to hear about that Ma'm. But don't worry, I'm here to help you out.
Since you´re one of our most valued customers and you’ve been with us for a very
long time, as a token of appreciation I’ll extend you the discount for next three
months , so you’ll be able to get the same tools from Resume Help on a lower
price. How does that sound? Sounds better right?

Well, we are truly sorry are sorry to see you go, and hope that you will consider using us
again the next time you need a resume ,while I proceed with the cancellation of your
account.
Once again my name is Melanie, thank you so much for still keeping your service
with us. You do have a wonderful day.
I already found a job!
Agent: That’s great to hear. Congratulations on your new job! “We’d appreciate if you
would tell your family or friends about us maybe we could help them land a job the way we
have helped you”

I have cancelled your account. You will receive confirmation email shortly.
“We would also appreciate if you would post a feedback on your Livecareer experience on
Resume Help. I will be sending you an email after this call is that alright with you?. Thank
you for your time, we look forward to serving you again”

How about the charge, will it be credited back?

Agent: “We offer a 14 day money back guarantee on our subscriptions. Since you’ve had
your subscription for more than 14 days, what I can do is pro-rate the time remaining on
the subscription and refund you the balance. This comes to $20. You’ll see this amount
credited back to your account in 2 to 3 business days. We are sorry to see you go, and
hope that you will consider using us again the next time you need a resume. Is there
anything else I can assist you with?”

Customer Demands Full Refund:

Agent’s Rebuttal: “Unfortunately this is the maximum that we can refund. We do state
clearly on the sales page that the subscription auto renews on the 15th day if not
canceled. We also mention this on every page in the payment process as well as in the
order confirmation email we sent you after your purchase. I’ve already processed the
$XX.XX refund for you. Our refunds are auto processed by our system and we are unable
to refund anything more. Is there anything else I can assist you with?”