The Customer Complaint

AC-EXS Exercise

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The Customer Complaint

Category: Interview Simulations - External

The Participant plays the part of a Customer Service Representative for an IT/Telecoms services provider, Venus Communications plc, who has to deal face-to-face with a customer complaint. The situation arises after the customer has written to complain about the poor service they received. The Participant is provided with the background information relating to the situation and has the opportunity to prepare for the face-to-face encounter. Although the exercise is set in the context of an IT/Telecoms environment, the skills needed to handle the situation are the same as for any customer complaint and no specialist knowledge is required.

75 mins

  • Administrator's Instructions 5 mins
  • Preparation 30 mins
  • Interview 30 mins
  • Participant Review 10 mins

Non-Management
Generic
Interview Simulations - External
IT / Telecom
One 2 one

Competencies

/ Customer Service / Decisiveness / Flexibility / Interpersonal Sensitivity / Judgement / Listening / Persuasive Oral Communication / Planning & Organising / Problem Analysis / Stress Tolerance /