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Interviewer: "For this mock call, I’ll play a customer who had an issue with their recent order.
I’d like to see how you handle it."
Applicant: "Thank you! I’m ready to begin."
Mock Call Scenario
Customer (Interviewer): [sounding upset] "Hi, I just ordered dinner, and it was supposed to
arrive 30 minutes ago, but it still hasn’t shown up. I’m starving, and I don’t know what’s going
on."
Applicant’s Response
Applicant: [empathetic and calm tone] "Hello! Thank you for reaching out. My name is
[Applicant’s Name], and I’m here to help you with your order. I’m so sorry to hear about the
delay – I can completely understand how frustrating it must be, especially when you’re hungry
and expecting your meal."
Pauses briefly to let the customer respond, showing active listening.
Applicant: "Before we dive in, may I ask how you’re doing otherwise? I know a late delivery
can be stressful."
Customer (Interviewer): [sighs] "I’m just hungry and frustrated. I planned to have dinner by
now, but I haven’t heard anything about what’s causing the delay."
Probing and Active Listening
Applicant: [empathetic tone] "I totally understand. Let’s get to the bottom of this right away.
Just to confirm, you placed an order that was expected to arrive about 30 minutes ago, and you
haven’t received any updates about the delay. Is that correct?"
Customer (Interviewer): "Yes, that’s right."
Applicant: "Thank you for clarifying that. I’ll pull up your order details now and check the
status. Could you please provide me with your order ID so I can locate it quickly?"
Customer provides the order ID.
Applicant: "Thank you. I’ll review the order and see what’s going on with the delivery. I’ll stay
with you until we have a solution."
Taking Ownership, Providing Assurance, and Showing Confidence
The applicant simulates checking the system.
Applicant: "Thanks for your patience. I can see here that your Dasher is experiencing some
unexpected traffic delays, which is causing the hold-up. I apologize for the inconvenience. I’ll
reach out to the Dasher now to get an updated estimated arrival time."
Customer (Interviewer): "Thanks, I was worried my food might’ve been canceled or
something."
Applicant: [reassuring tone] "I understand completely. I’d feel the same way. Rest assured,
your order is still active and on its way. I’ll make sure you get a confirmed update from the
Dasher as soon as possible."
Confirming and Offering a Resolution
Applicant: "To confirm, I’ll be contacting the Dasher right now and will stay in touch until you
have the latest information. As a gesture for the delay, I can also apply a discount to your
account to thank you for your patience. Does that sound good?"
Customer (Interviewer): "Yes, thank you. I appreciate that."
Wrap-Up and Follow-Up Assurance
Applicant: "Thank you again for your patience. I’ll send a follow-up confirmation in the app
once the Dasher provides an updated arrival time, and please feel free to reach out if you have
any other questions. I’m here to make sure you have a great experience."
Interviewer: "That was well done. You showed empathy and took ownership of the issue. What
were you focusing on in your responses?"
Applicant: [Confidently] "Thank you! My focus was on issue identification, making sure to
clearly confirm the details with the customer. I built a connection by asking how they were
feeling and then used empathy to validate their frustration. By taking ownership and proactively
contacting the Dasher, I ensured they felt supported. I also made sure to offer a resolution with
the discount and kept a calm, confident tone throughout. This approach helps reassure customers
that they’re in good hands."
Interviewer: "Great job. You demonstrated all the key customer service skills we’re looking
for."
Applicant: "Thank you very much!"
This script illustrates how an agent can handle common issues with empathy, active problem-
solving, and clear communication, helping the customer feel reassured and well-
