Call Center Scenario – Cellphone Issues Hardware

Call Center Scenario – Cellphone Issues Hardware

A: Good morning, you’re calling to Apple. How can I help you?

C: Good morning, the reason I’m calling is my cellphone doesn’t work

A: Can you tell me your first and last name, please?

C: My name is Simone Smith.

A: Is this correct spelling of your first and last name? Z-i-m-o-n-n-e S-m-i-t-h?

C: No, it is S-i-m-o-n-e S-m-i-t-h

A: Ok. What’s your problem?

C: The reason I’m calling is my camera doesn’t work. It has been this way for the last two days since I bought it.

A: All right. What iPhone model did you buy and when?

C: I bought an iPhone 7 plus a couple of months ago or some more.

A: Don't worry, I'll be able to help you with that. Have you tried to restart your phone?

C: Yes, I did it a million times, that’s why I was wondering if you could help me because I don’t know what to do… I bet you can. Can you?

A: Sure, I can. Our goal is to provide you with excellent customer service. What do you see when you open your camera app?

C: When I open the camera app I can only see a black image preview.

A: Do you mean the screen turns totally black? What do you see on the screen?

C: Sometimes I can get an image however it's either tinted green or purple.

A: Give me a minute please.

C: No problem.

A: Thank you for waiting. Some of our users have reported that problem. Since we are a responsible company we care about our clients’ satisfaction. I'll be sending you a replacement tomorrow or maybe you would rather to go to your closest Apple store and get it by yourself.

C: I guess I would rather to get it by myself tomorrow at the store.

A: Ok. Just bring your receipt and your cellphone to the store to get a new one. I already made a report on the system about it.

C: Ok. Thanks for your help.

A: Thank you for calling. Have a good day.

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