Post by Meriadoc on Jan 16, 2004 15:58:50 GMT 7
here is a sample of a "telephone message" that may appear on the TSE (disclaimer: question not taken from actual exams)
Now you will be asked to respond to a telephone message on your recorder containing a grievance from a consumer. Imagine that you are the proprietor of the smuggled nuclear missiles that are ordered and delivered exclusively to terrorists. After you hear the telephone recording, you will be provided ample time to prepare a response.
In your response, be sure to:
A) Show concern and recognition of the problem at hand and
B) Describe the reason for the problem that would help the customer understand. Provide solutions if any
Now listen to the voice message (assuming..)
OBL: Greetings! This is Osama Been Later.
I am calling with regards to the shipment of Scud missiles that I ordered a month ago from your company. Your arms dealer said it would be delivered between two to three weeks but up to now we still haven't received a crate of it. I would like to know the reason why I haven't receive my orders yet as I have already paid in full the duties as well as the shipment costs for it. Please call me back as soon as possible and let me know what your company is going to do about this matter as well as let me know as to when we can expect the delivery. I hope to receive a reply soon. The shipment order is #666-911 and is registered under the name Dubya Clint. Thanks.
Now take 30 seconds to prepare your response to the caller. Do not start your response until I tell you to do so.
PLEASE BEGIN YOUR RESPONSE NOW.
sample response:
Missile Dealer (e.g. YOU!!): Good afternoon! This is Sasha Namorov, chief operations manager and owner of Scuds Unlimited (this is the introduction part, personalize!, company name, job position, etc.). Our office received a call from you sir and I am calling you with regards to your orders of missiles (restatement of problem).
I would like to apologize for the delay sir and we appreciate your full payment for the shipment costs and such but we are currently experiencing backlogs in deliveries because of lack of cargo ships traveling to your region, thereby adding another month before actual delivery of your orders. This matter is out of our hands and I hope you'll understand the situation (this is your reasoning part/explanation part for the problem; you can also include the solution part for this).
Once again, we regret the delays and rest assure you will have your orders in no time once the ships come in. Feel free to inform our office as to how we could be of further service (apology/assurance part).
tip: always take note of the "in your response, be sure to..." as it will provide you with an idea on what to point out and say... if they ask for a solution, concoct one, if they didn't ask for a reason don't give one!
Now you will be asked to respond to a telephone message on your recorder containing a grievance from a consumer. Imagine that you are the proprietor of the smuggled nuclear missiles that are ordered and delivered exclusively to terrorists. After you hear the telephone recording, you will be provided ample time to prepare a response.
In your response, be sure to:
A) Show concern and recognition of the problem at hand and
B) Describe the reason for the problem that would help the customer understand. Provide solutions if any
Now listen to the voice message (assuming..)
OBL: Greetings! This is Osama Been Later.
I am calling with regards to the shipment of Scud missiles that I ordered a month ago from your company. Your arms dealer said it would be delivered between two to three weeks but up to now we still haven't received a crate of it. I would like to know the reason why I haven't receive my orders yet as I have already paid in full the duties as well as the shipment costs for it. Please call me back as soon as possible and let me know what your company is going to do about this matter as well as let me know as to when we can expect the delivery. I hope to receive a reply soon. The shipment order is #666-911 and is registered under the name Dubya Clint. Thanks.
Now take 30 seconds to prepare your response to the caller. Do not start your response until I tell you to do so.
PLEASE BEGIN YOUR RESPONSE NOW.
sample response:
Missile Dealer (e.g. YOU!!): Good afternoon! This is Sasha Namorov, chief operations manager and owner of Scuds Unlimited (this is the introduction part, personalize!, company name, job position, etc.). Our office received a call from you sir and I am calling you with regards to your orders of missiles (restatement of problem).
I would like to apologize for the delay sir and we appreciate your full payment for the shipment costs and such but we are currently experiencing backlogs in deliveries because of lack of cargo ships traveling to your region, thereby adding another month before actual delivery of your orders. This matter is out of our hands and I hope you'll understand the situation (this is your reasoning part/explanation part for the problem; you can also include the solution part for this).
Once again, we regret the delays and rest assure you will have your orders in no time once the ships come in. Feel free to inform our office as to how we could be of further service (apology/assurance part).
tip: always take note of the "in your response, be sure to..." as it will provide you with an idea on what to point out and say... if they ask for a solution, concoct one, if they didn't ask for a reason don't give one!