Interview Simulations - External

The Customer Complaint

AC-EXS®

The Customer Complaint

AC-EXS®

Participant Pack

R 560.00


Assessor Guide

R 630.00

Overview:

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.

  • Code: IS-I-TCC
  • Work environment: One 2 One
  • Category: A - Non-Management

Exercise Timings & Criteria

75 mins
Administrator's Instructions:
5 mins
Preparation:
30 mins
Interview:
30 mins
Participant Review:
10 mins
Competencies: Stress Tolerance / Flexibility / Planning & Organising / Judgment / Problem Analysis / Decisiveness / Listening / Persuasive Oral Communication / Interpersonal Sensitivity / Customer Service

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 Our Details
The Talent Group.
Olivedale, Johannesburg, 2188
(27) 82-855-8150
Robyn Stephenson
robyn@thetalentgroup.co.za