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Dialogue DWC

A customer complained about poor customer service experiences including long hold times and unhelpful representatives who transferred calls, and the customer service representative apologized and said a manager would contact the customer within 24 hours to resolve the issue.

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Cristina Sánchez
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18 views1 page

Dialogue DWC

A customer complained about poor customer service experiences including long hold times and unhelpful representatives who transferred calls, and the customer service representative apologized and said a manager would contact the customer within 24 hours to resolve the issue.

Uploaded by

Cristina Sánchez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Client: I need to talk to someone right now about the terrible service I received

from your company!

Customer Service: I'm sorry to hear that. Can you please tell me what
happened?

Client: I called your customer service line three times in the last week, and each
time I was put on hold for over an hour! I wasted so much time waiting to speak
to someone, and when I finally did, they weren't even able to help me!

Customer Service: I can understand how frustrating that must be. I apologize for
the long wait times you experienced. Can you please tell me more about the
issue you were trying to resolve?

Client: I was trying to get some information about my account, but the person I
spoke to was rude and unhelpful. They kept transferring me to different
departments, and nobody seemed to know what was going on.

Customer Service: I'm sorry to hear that. That's definitely not the kind of service
we aim to provide. Can you please give me your account information so I can
look into this further?

Client: My account number is 12345678.

Customer Service: Thank you. Let me pull up your account. I see that you've
been with us for several years, and we appreciate your loyalty. We want to
make things right for you. I will escalate this issue to our customer service
manager, who will reach out to you within 24 hours to discuss the matter further.

Client: I don't have time for that! I want someone to take care of this right now!

Customer Service: I understand your frustration, but unfortunately, I don't have


the authority to resolve this issue on my own. I promise that our customer
service manager will do everything possible to resolve this issue to your
satisfaction. Is there anything else I can do to help in the meantime?

Client: No, I just want this resolved as quickly as possible.

Customer Service: Understood. I apologize again for the inconvenience you've


experienced, and we will work to make things right for you.

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