A short scripted customer-service phone call (role-play) demonstrating how a service rep should respond when a caller asks "just looking for a ballpark price." The rep follows a three-step approach: listen, show care/empathy, and reassure the caller while booking an appointment to fix an air conditioner that is blowing hot air.
So when a customer gets on the phone, they say, hey, I'm just looking for a ballpark price. Great. Tell me more about your situation. What's going on? That's me listening. Right. Remember, listen, care, reassure. Tell me more about your situation. What's going on? Well, I've got this air conditioner and it's blowing hot air. My gosh, that's terrible. That's me caring, Phil. Oh, my gosh, that's terrible. That's not good. How long has it been doing? All last couple of days. Wait a minute. You've been dealing with this for the last two days? Yes. Not good. Yeah, I know. My wife is going to kill me if I don't get this thing fixed. Well, let's save your marriage, my friend. Let's get somebody out there. We can help you with that. You called the right place. That's me reassuring them they called the right place. When would you like us out? Oh, this afternoon would be good. Done.
