P7 customer service script
Abusive customer
The scenario for the abusive customer is he brought a broken product online and he becomes angry and
the staff member is dealing with the inquiry.
A: Hi, how can I help?
G: I brought this product online and received it broken. What
you going to do about it? (Shouting)
A: Well sir we can refund the item or you can exchange it.
(Using hand gestures)
G: Well madam I’ll like a refund if that isn’t a problem.
(Sarcasm)
A: No sir it’s a pleasure. (Smiling)
G: But actually I have lost the receipt.
A: Do you have an order conformation email. (Uses hand
gestures)
G: Oh yes I do have that.
A: Could you please show me.
G: Here you go. (Shows his phone)
A: Could I have your signature and address please. (Hands over a
piece of paper)
G: Here you go.
A: Here your £22 and 10% off voucher for your troubles.
G: Oh thank you.
A: Your welcome please come again bye.
Abusive customer
The scenario for the abusive customer is he brought a broken product online and he becomes angry and
the staff member is dealing with the inquiry.
A: Hi, how can I help?
G: I brought this product online and received it broken. What
you going to do about it? (Shouting)
A: Well sir we can refund the item or you can exchange it.
(Using hand gestures)
G: Well madam I’ll like a refund if that isn’t a problem.
(Sarcasm)
A: No sir it’s a pleasure. (Smiling)
G: But actually I have lost the receipt.
A: Do you have an order conformation email. (Uses hand
gestures)
G: Oh yes I do have that.
A: Could you please show me.
G: Here you go. (Shows his phone)
A: Could I have your signature and address please. (Hands over a
piece of paper)
G: Here you go.
A: Here your £22 and 10% off voucher for your troubles.
G: Oh thank you.
A: Your welcome please come again bye.
