LEARNING TASK 2
Direction: The following statements are just a few of the scenarios you may experience
in the call center/BPO industry. You will answer the scenarios by way that you are
talking to your customer.
Example:
Situation: A customer cannot authenticate the account
Respond: "I am sorry your account cannot be authenticated using the security
code you have provided. But I can actually send the right code for your account to
your preferred notification."
1. Situation: Sir Monyanyo wants to order but an item is not available.
2. Situation: Madame Leni is asking you to cancel her account but you need to
transfer her to someone who does it.
3. Situation: Mr. Oppah received a broken product.
4. Situation: Ms. Alibangbang wants to speak to your supervisor or manager.
5. Situation: Kimberly calls about her frustration with the service. Now she wants
you to override security policies just to get what she wants.
​