nadiahajam
12-13-2006, 08:03 PM
At an interview today for a job as a customer service agent for a credi card company, i had to simulate a phone conversation with an annoying client. Here's the background: the pretend lady supposedly called a week ago to increase her credit limit, and it was approved. However, at a store today, her card was refused because it was over the limit. She calls to complain, and when I check her file, I realise the employee who did grant her an increase did not respect the standard procedure (he made a mistake) and so her limit was reset to what it initially was.
Obviously, I must say what the interviewer wants to hear. I told the lady: ok I will increase your limit by 200$ (that's the maximum I am allowed) and I am sorry for your troubles. I did not reveal the reason why her card was refused today, since it's a company mistake and I do not think it would be professional to say it. But the annoying client kept asking me: "The other employee told me the same thing you're telling me today, but it turned out to be untrue. How do I know this time my card will work?" Man was I stunned. I said: "Ma'am, I can't talk on behalf of the other employee (I didnt want to admit there was a mistake). I wasn't there so I can't tell you why that person thought it would work when it didn't. All I can tell you is that I am guaranteeing you right now that it will work." And then they made it more difficult by having that stupid lady insist: "Well how do I know, the other agent told me the same thing? how do I know this time it will work?" Arrrrghhh..I just kept repeating it should work, ma'am, I can assure you. I even suggested she uses her card while I remain on the line.
I'm wondering, was that the good response? What would have been the right thing to answer such a question (she didn't seem satisfied, even after i answered her, she kept asking)? What would you have said?
Obviously, I must say what the interviewer wants to hear. I told the lady: ok I will increase your limit by 200$ (that's the maximum I am allowed) and I am sorry for your troubles. I did not reveal the reason why her card was refused today, since it's a company mistake and I do not think it would be professional to say it. But the annoying client kept asking me: "The other employee told me the same thing you're telling me today, but it turned out to be untrue. How do I know this time my card will work?" Man was I stunned. I said: "Ma'am, I can't talk on behalf of the other employee (I didnt want to admit there was a mistake). I wasn't there so I can't tell you why that person thought it would work when it didn't. All I can tell you is that I am guaranteeing you right now that it will work." And then they made it more difficult by having that stupid lady insist: "Well how do I know, the other agent told me the same thing? how do I know this time it will work?" Arrrrghhh..I just kept repeating it should work, ma'am, I can assure you. I even suggested she uses her card while I remain on the line.
I'm wondering, was that the good response? What would have been the right thing to answer such a question (she didn't seem satisfied, even after i answered her, she kept asking)? What would you have said?