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Script For Mock Call Interview

The document contains scripts for handling customer service calls regarding late and wrong food orders at ABC Food Service. In both scenarios, the representative apologizes for the inconvenience, verifies the order details, and offers solutions such as a voucher or a replacement meal. The closing emphasizes appreciation for the customer's call and a commitment to better service in the future.

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Micha Jade Baldoz
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235 views2 pages

Script For Mock Call Interview

The document contains scripts for handling customer service calls regarding late and wrong food orders at ABC Food Service. In both scenarios, the representative apologizes for the inconvenience, verifies the order details, and offers solutions such as a voucher or a replacement meal. The closing emphasizes appreciation for the customer's call and a commitment to better service in the future.

Uploaded by

Micha Jade Baldoz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Script for Mock call Interview: Late Order

Opening: Thank you for calling ABC food service. This is xxx, how may I help you today?

Customer: Late order

Me : I'm sorry to hear that your order is delayed, I completely understand how frustrating it mut be to wait. Don't
worry, I'll check the status of your order right away. May I have your order number, please?

Customer: 12534

Me: Thank you fo that. Please allow me a moment while I pull up your order details.

Thanks for waiting. I can see here that the restaurant has already prepared your order and the rider is currently on
the way. Based on the tracker, your food should arrive in about 10 mins.

Customer: Disappointed

Me: I completely understand your frustration and I sincerely apologize for the delay. I'll also go ahead and report
this to ensure the restuarant and rider are reminded about timeliness. As a token of apology, I can add a 100
voucher to your account for your next order. Would that be okay with you?

Customer:

Me: Thank you for understanding. Rest assured your order is already on its way. Is there anything else I can assist
you with today?

CLosing: Thank you for calling ABC Food service. We truly appreciate your presence and we look forward to
serving you again. Have a wonderful day!
Script for Mock call Interview: Wrong Delivery Order

Opening: Thank you for calling ABC food service. This is xxx, how may I help you today?

Customer: Wrong delivery Order

Me : I'm sorry for the inconvinience , I completely understand how frustrating it mut be to received the wrong
order. Don't worry, let me fix this for you right away. May I have your order number, please?

Customer: 12534

Me: Thank you fo that. Please allow me a moment while I pull up your order details.

Thanks for waiting. I can see here that it was supposed to be a burger. Here's what I can do for you; I'll arrange a
replacement so the correct meal will be delivered to you ASAP. At the same time you may keep the fries at no
additional cost. would that work for you?

Customer: Fine

Me: Thabk you for understanding. I've already processed the replacement and it should arrive within the 20 - 30
mins. I'll also report this to the restaurant so it doesn't happen again. Is there anything else I can Assist you with
today?

CLosing: Thank you for calling ABC Food service. We truly appreciate your presence and we look forward to
serving you again. Have a wonderful day!

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