Scenario
You are working in the support department of a large dealership. It is late in the afternoon. All the service engineers are out and your boss is elsewhere on business. The telephone rings and it is a customer complaining about a faulty PC recently delivered…
Analyst: Technical Support, speaking, how may I help?
Customer: This is ________. You delivered my new PC this afternoon and it doesn’t work – the whole thing’s just died. I want someone to come out right now and fix it or bring me another one.
Individual Activity
- Assign the role of Analyst and Customer.
- Play out the scenario outlined above to your and the customer’s satisfaction. Write this out
- When you have taken the role, explain in your answer how well you think you behaved (good or bad).