Reference no: EM133008154

Customer Scenario - The Angry Customer - John, a call center agent based in Toronto, had to deal with a situation not long ago in his job. John is employed by a major department retail store. The female customer who called was irate, barely allowing John to get out his personal introduction. The woman, who we'll call Janet, was immediately loud and demanding. She controlled the conversation from the get-go, complaining about the product, poor service, and unsatisfactory resolution of her problem. John was just trying to figure out what the problem was. He tried to utilize calming phrases to get Janet to slow down so that he could understand exactly why she was so angry. Instead of responding to such calming tactics, Janet literally flew off the handle, accusing John of being stupid, insensitive, and totally inadequate in his ability to help her.

Prepare a conversation that you would have with the customer to provide the customer with an ideal customer experience.