Cust Service Roleplays

Role Playing Situations

Situation #1 - Computer Sales/Service Customer You have just bought a new computer; then taken it to your business and set it up. You did not bother to read thedirections--it is a simple process. You turn on your new computer, which you need to use this evening, and the monitor remains black. You turn the computer and monitor on and off several times and are gettingvery frustrated and angry. Obviously, the store sold you a defective machine, and they probably knew it. You call the store and “chew-out” the store manager at 4:30 p.m. and then insist that he send outa technician immediately to fix the computer. The store manager told you that his technician was out on a service call and that he would send him out as soon as he came in. The technician finallyarrives at 6:00 p.m. You are furious now because not only did the store sell you a broken computer, but they took over an hour and a half to get to your business to service it.

Situation #1 - ComputerSales/Service Service Technician You have had a very long day making service calls, and even had to work through lunch to get to them all. You are looking forward to going home, getting dinner, andthen going to your basketball game at 6:30 p.m. this evening (you play in a local league). You come in to the shop at 4:30 only to have your manager tell you that you have to make one more servicecall. This wouldn’t bother you much if it were on your way home, but instead; it is 45 minutes away in the opposite direction. Knowing that service is what your company has been built on, you take a deepbreath and start out on the call. When you arrive, you find that you are greeted by an angry and hostile customer. You sit down at the machine and discover that they forgot to adjust the brightness ontheir monitor. If they had simply read the directions, they would have been able to figure this out for themselves. How do you deal with this customer?

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