Your Role
Customer Service Representative at TelcoPlus
Situation
Karen Mitchell is calling for the third time about $150/month billing overcharges. An 8-year loyal customer — furious, first call was ignored, second got disconnected after 40 minutes.
Objective
De-escalate, show empathy, find a resolution, retain the customer.
Scored On
Empathy
De-escalation
Professionalism
Resolution