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SkillsUSA2013 Contest Projects

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Customer Service

2013 SkillsUSA National Conference Customer Service Written Exam

2013 SkillsUSA National

Conference: Customer Service

Written Exam

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Instructions

• Please do not write in this test book. • Make sure to put your contestant number on the answer sheet. • No notes may be taken. • Read the question carefully. The appropriate answer is the best answer. Others may

be correct. EXAMPLE: A product warranty. . . .

a. is non-transferrable b. includes technical support c. will increase the resale value of the product d. extends parts coverage for the purchaser

Answers a, b, and c are possibly true, but answer d is always true.


1. Effective customer service operations will:

a. Increase customer loyalty and retention. b. Increase overall sales revenues. c. Provide competitive advantage. d. Accomplish all of the above.

2. Pay is not always more important than working conditions to employees. a. True b. False

3. Which of the following can activate a listener and create a give-and-take conversation?

a. Use a monotone voice. b. Use a faster than normal rate to keep their attention. c. Smile while speaking, be alert and interested. d. Speak louder than normal to ensure they understand.

4. A good listener should:

a. Keep an open mind. b. Listen carefully. c. Ask question once the speaker has finished. d. All of the above.

5. Quality service is defined by the:

a. Industry. b. Customer. c. Service company. d. Service employee.

6. Lying to customers:

a. Is essential in today's business world. b. Sets you up for failure. c. Makes your job easier. b. Solves many problems.

7. Why encourage customer feedback?

a. To meet customer expectations, prevent problems, develop new products and provide better service by knowing the customers.

b. To build customer relationships by spending a lot of time chatting with them. c. To use phone, electronic and written surveys to gather information on each customer. d. It relieves the boredom a CSS experiences during the day.

8. Integrity, Commitment to Quality, and Focused Customer Service are three of the five basic characteristics of World Class Service. What are the other two? a. Customer Involvement and Continuous Improvement b. Continuous Follow-Up and Customer Education c. Customer Loyalty and Satisfaction Reports d. Telemarketing and Rebate Programs

9. You are installing some equipment at a customer's site. While doing this, the

customer approaches you and asks you a question about the equipment that you don't know the answer to. You should: a. Lie and make up the answer. b. Tell them you don't know, but you will find out for them.

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c. Put them off until you know. d. Tell them not to bother you while you're working.

10. If you 'lose' a call or have a bad phone connection, what should you do?

a. Wait for the caller to call back. b. Call back immediately if you have the number. c. Enter the caller's name and number in your log. d. Alert the telephone system repair department of problems in the system.

11. A team member failed to accomplish his assigned task. As a person on the team who

did accomplish your portion of the job, you should: a. Let the boss know who screwed up. b. Enlist the help of other colleagues to quickly complete the failed task. c. Get the other team members to crowd around the failed team member and wait

patiently for him to catch up, thereby sending a message to never mess up again. d. Ignore the failed team member and wait for him to solve the problem and catch up on

his own. 12. Nearly all successful customer service specialists are:

a. Glad to have a job. b. Hoping to get into a position to supervise others. c. Success-oriented. d. Happy to know it all.

13. Help desk workers should make clear to the caller, up front, that they have very little

technical knowledge, and thus cannot help if the problem is not common or listed on their 'trouble-symptom' card. a. True b. False

14. A customer is noticeably upset, and the latest problem occurred only a couple

weeks past the warranty deadline. What might you do to lessen the problem? a. Offer to backdate the job to come in under the warranty period. b. Tell the customer you can't promise anything but you will try to get the manufacturer to

extend the warranty, although you really aren't planning to waste any time to do this. c. Tell the customer you can't promise anything but you will try to get the product maker to

extend the warranty, and then do so. d. Ask the boss to handle this one.

15. When speaking with a disgruntled customer on the telephone, you should consider:

a. Just hanging up. b. Telling him or her to calm down. c. Asking if he/she prefers to speak to a supervisor. d. Saying what the customer wants to hear so he/she will be happy.

16. The listener's body language often tells the speaker as much as his/her spoken

words. a. True b. False

17. Using a sophisticated phone message system can simplify office communications,

but may also irritate callers should they have to “wade through” multiple automated messages. a. True b. False

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18. In order to keep good records of a received customer complaint call, it is best to: a. Have a prepared written format for collecting the information. b. Just have a conversation with the caller, hoping the necessary information

will 'come up'. c. Grab a piece of notepaper so you can write down the information. d. Try to remember the details so you can record them after the phone call.

19. What is the greatest aid to a Customer Service Specialist in preventing accidents?

a. Government safety manuals b. Fellow employees c. Common sense d. Customer suggestions

20. If you just jot off a note to a client without worrying about its appearance and

misspellings, the result may be that: a. The client may not understand the message the way you intended it. b. The client may perceive your company as unprofessional. c. The client may feel that his/her business isn't important to you. d. All of the above could occur.

21. Handling an unsatisfied customer correctly and politely can change the customer's

perception of your company. a. True b. False

22. A company's success may be defined by:

a. Its advertising. b. The number of people they employ. c. Customer retention. d. Observing all federal holidays.

23. If you fail to comply with your company's ethics, the most likely result will be:

a. A disciplinary warning. b. A fine. c. A promotion. d. A letter of commendation.

24. Which of the following statements reflects a positive image to the customer?

a. ‘I shouldn’t.’ b. ‘Let’s see what I can do.’ c. ‘That could not have happened.’ d. ‘But…’

25. The reason customers may feel most compelled to buy and stay with one company

over another is: a. Relationship b. Cleanliness c. Products d. Brand

2013 SkillsUSA

National Conference:

Customer Service Written Exam Answer Sheet

Contest Number: ______________________________

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Please write your answer on to the corresponding test question number. Once you’ve completed the exam please return the testing booklet and answer sheet to a Technical Service Member. 1 ___ 2 ___ 3 ___ 4 ___ 5 ___ 6 ___ 7 ___ 8 ___ 9 ___ 10 ___ 11 ___ 12 ___ 13 ___ 14 ___ 15 ___ 16 ___ 17 ___ 18 ___ 19 ___ 20 ___ 21 ___ 22 ___ 23 ___ 24 ___ 25 ___

Contest Number: ______________________________

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2013 SkillsUSA National

Conference: Customer Service

Written Exam Answer Sheet

Contest Number: Answer Key

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2013 SkillsUSA National Conference Customer Service Written Exam Please write your answer on to the corresponding test question number. Once you’ve completed the exam please return the testing booklet and answer sheet to a Technical Service Member. 1 D___ 2 A___ 3 C__ 4 D___ 5 B___ 6 B____ 7 A____ 8 A____ 9 B____ 10 B____ 11 B____ 12 C____ 13 B____ 14 C____ 15 C____ 16 A____ 17 A____ 18 A____ 19 C____ 20 D____ 21 A____ 22 C____ 23 A____ 24 B____ 25 A____

Contest Number: Answer Key

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1 2013 SkillsUSA National Conference Customer Service Contest Specifications

2013 Customer Service Contestants Information Packet

Welcome to the 2013 SkillsUSA Competitions. The following is important information concerning the contest.

1. Time & Location of Competition:

o DATE: Thursday June 27th, 2013 Time: Location: Municipal Auditorium

o Time and room will be determined during the Contestant Meeting held at noon, Sunday, June 25 in

Exhibit Hall Municipal Auditorium. During this meeting the Customer Service Competition Exam will be given. This exam will be used as a tiebreaker for the competition.

2. Arrival at competition room and expectations:

o Arrival: You are expected to arrive and check in with the Skills USA representative 30 minutes before

your appointed time. The representative will be outside the competition room. You should in proper Skills USA dress and ready to start. If the contest is ahead of schedule you may be asked to start prior to the appointed time. Any contestant not present when called will miss the competition and no make‐up will be given.

o Materials to Bring: o Pen or Pencil. o The scenario that is included in this packet. If you forget the scenario material no new material will be

provided. You are required to leave the scenario material with the judge before leaving the competition room.

o Contestants are not allowed to bring food or drink into the competition room. o Setting for Demonstration: When you start the demonstration, you are to assume that it is 8 a.m. and

you have just opened the office for business.

o Competition Room Rules: Wait outside the competition room until judge escorts you into the room. You will then be given a minute to enter, go to the demonstration area become acquainted with the “set” for the competition. The demonstration will last for 10 minutes during which you will be presented with various customer service activities. After completion of the demonstration, you will be escorted from the room by one of the Courtesy Core members. Please remember that you are being judged from the moment you enter until you leave the competition room.

o Scenario: You will be role playing a customer service representative for a company. Please study the enclosed scenario information so that you will be ready to start the demonstration as soon as you enter the room. You are expected to be familiar with the company’s history, policies, procedures, and services before you come to the competition room.

o Judging Criteria: The criteria on which you will be judged are the following:

Greeting and Introduction Voice (Pitch, Tempo, Volume)


Mechanics (Diction, Grammar, Pronunciation) Politeness Appearance, Grooming Personal Department (Poise, Eye Contact, Mannerism) Maturity in Answers to Questions Enthusiasm Personal Salesmanship (Self‐Confidence and Persuasiveness) Participation

3. Debriefing:

o Thursday, June 27th at 4:00 p.m. in Exhibit Hall Municipal Auditorium





o DATE: Wednesday June 26th, 2013 Time: Location: Municipal Auditorium

o The competition/contest room will be the same location where the Customer Service Contest

Orientation was held on Tuesday, June 25 from 11:00am to 12:30pm (Exhibit Hall in the Municipal Auditorium). During the Customer Service Contest Orientation a Customer Service written exam was given. The exam score will be included in the overall competition score.











Greeting and Introduction


Voice (Pitch, Tempo, Volume) Mechanics (Diction, Grammar, Pronunciation) Politeness Appearance, Grooming Personal Department (Poise, Eye Contact, Mannerism) Maturity in Answers to Questions Enthusiasm Personal Salesmanship (Self‐Confidence and Persuasiveness) Participation

3. Debriefing:


Home Goods Discount Warehouse ‐ Phone Call Customer

Name:

Jane Kelly 78951 Grandview Road Lee’s Summit, Missouri 64212 816‐498‐2312

Your job in this competition is:

1. Call after the contestant enters the contest area and announces his contestant number. (Within a minute after the contest starts).

2. You’re calling because you’re having difficulty purchasing an item online to pick‐up in the store.

• Customer Service rep should advise Home Goods Discount Warehouse is having connectivity and transaction issues

• Customer Service rep should offer a solution to have you come in the store to purchase the item.

3. Advise the Customer Service Rep you are hoping to purchase the item on line due to a promotional event on laptops. Inquire if you come in to purchase the item at the same price as provided on line.

• Customer service rep should advise promotional events for online product are not valid on in‐store products

4. You are on a very tight budget, and cannot possibly pay more than what you usually pay. You’ve been a loyal customer to Home Goods Discount Warehouse and are extremely frustrated that you’re unable to purchase the product online. Mention that you are going to price laptops for purchase with their competitors.

• Customer service rep should provide additional service solution to satisfy customer.

5. In addition you will score the contestant on their performance using the provided scorecard based on the following

• Did the contestant greet the customers (both phone customer and irate customer)?

• How was the contestant’s voice (pitch, tempo, volume)?

• Did the contest use proper mechanics (diction, grammar, pronunciation)? • Was the contestant polite to the customers? • Did the contestant answer the question with maturity? • Was the contestant enthusiastic? • Did the contestant have personal salesmanship (confidant and persuasiveness)? • Did the contestant actively participate?

Home Goods Discount Warehouse‐Irate Customer Name:

Joshua Dawson 7800 Washington Street Kansas City, Mo 64114 816‐555‐4200 Your job during the contest is to:

1. Enter two minutes are the contest begins. Customer service Rep should be on the phone with another customer.

• Customer service rep should acknowledge and great you

2. Advise the contestant you have an online order for pick‐up • Customer Service Rep should have information in regards to your product • Online orders require confirmation number, photo id, and proof of payment

method. • You only have your confirmation number and nothing else • Customer Service rep should advise you that a photo ID and proof of payment

method is required in order to pick‐up purchased product • You become irate because you took the morning off to pick up your product

and now are unable to do so

3. To make matters worse, the product you purchased is not listed for in‐store pick up • Product pick‐up information states you purchased a GE Washer, but instead

you purchased a GE Dryer • Customer Service Rep should complete a “Product Inquiry” an advise you of

the estimated turnaround to locate your product

4. You become even more frustrated upon hearing you will be unable to pick up your correct product until tomorrow or at the latest Friday.

• You’ve already have taken off this morning to pick‐up the product, and are not happy with idea of having to take off again

• Customer Service Rep should advise you of hours of operation and attempt to assist with locating a time that works for you

5. You ask to speak to the customer service manager. • Customer Service Manager is out of the office for the day • Customer Service Rep should make every attempt to provide a service solution

to resolve your current issue

Home Goods Discount Warehouse

Online Purchase In‐Store Pick‐Up Confirmation Please provide this document, along with valid photo ID and payment method when picking up

purchased product at designated Home Goods Discount store Customer Service Dept.

Name: John Dawson

Confirmation Number: ONLN626KCBLVD3

Product: Home Laundry ‐Dryer

Brand: General Electric

Industry: X

Appliances Consumer Electronics

Home Office

Other:

Pick‐ Up Date: 6/26/13

Pick‐Up Time: Noon

Special Instructions: Item available for pick‐up at the loading dock located at the rear of the store.

Home Goods Discount Warehouse pick‐up store: Kansas City Boulevard, 2456 Kansas City Boulevard Kansas City, MO 64110 816‐555‐2013 Payment Method:

Debit: Credit: VISA processed 6/24/12

Item must be picked‐up within seven days of purchase. If product has not been picked up within seven days, item will be placed back within inventory and refund will be issued.

Home Goods Discount Warehouse‐ Customer Service Judge Your job during the contest is to:

1. Observe the contestant during the scenario and judge their performance based on the following criteria.

a. Did the contestant greet the customers (both phone customer and irate customer)?

b. How was the contestant’s voice (pitch, tempo, volume)? c. Did the contest use proper mechanics (diction, grammar, pronunciation)? d. Was the contestant polite to the customers? e. How was the contestant’s appearance? f. How was the contestant personal department (poise, eye contact, mannerism)? g. Did the contestant answer the question with maturity? h. Was the contestant enthusiastic? i. Did the contestant have personal salesmanship (confidant and persuasiveness)? j. Did the contestant actively participate?


2013 SkillsUSA

National Conference Customer

Customer Service Contest


Home Good Discount Warehouse

June 26th, 2013 Home Goods Discount Warehouse 2456 Kansas City Boulevard Kansas City, MO 64110 Dear Employee,

Welcome to Home Goods Discount Warehouse. We are excited that you decided to join our Customer Service Department. We would like to take this opportunity to tell you a little bit about the history of Home Goods Discount Warehouse.

Founded in 1966, by Richard Goods Sr., originally operating as Home Goods General Store, located in the heart of

downtown Kansas City. In 1981, a fire destroyed the downtown store, causing Home Goods General Store to make a tough decision. What could have spelled out the end was actually a big learning experience, and eventually the “Superstore” concept was born along with a rebranding of the company business name to Home Good Discount Warehouse. In 1989 Home Goods Discount Warehouse expanded to open two more additional stores. These stores were known as concept stores. They were fun and interactive providing the customer with product demos, and hands on experience with new merchandise. In 1996, Home Goods Discount Warehouse revamped again and launched an SOP‐Standard Operating Platform to help its store run smarter and more efficiently, along with opening 2 more new stores statewide.

Today Home Goods Discount Warehouse is the largest volume specialty retailer of consumer electronics, personal

computers, entertainment software and appliances in the state of Missouri outselling and out performing major nationwide big box stores. Headquarter in Kansas City; Home Goods Discount Warehouse currently operates retail 10 retail stores statewide and is on track to open three new stores by fall spring of 2014.

Home Goods Discount Warehouse provides customer an extensive selection of affordable, easy‐to‐use technology and

entertaining products that improve their time in a fun, informative and no‐pressure shopping environment, while maximizing the company’s profitability. As a Customer Service representative you have the responsibility to treat our customers fairly, communicate in a respectful and helpful manner, provide prompt and accurate customer service, protect our customer’s privacy and service our customers with integrity. As the largest specialty in Missouri it is Home Goods Discount Warehouse goal to continue to be retailer of choice for Missourians, and to expand our presence to future customers. Your role as a Customer Service representative is pivotal to Home Goods Discount Warehouse achieving this objective.

You will be joining our team of 10 customer service representative that help support both our customers and team of 50

store associates by assisting the Customer Service department service counter for Home Goods Discount Warehouse –Kansas City Boulevard. At the customer service counter you will be performing the following duties:

• Provide professional, and friendly customer services to all customers • Assist with general store or product related inquires • Assist with in‐store pick‐up for on‐line purchases • Assist with customer product returns • Assist with check‐out overflow

Attached for your review is our store return policy and in‐store pick‐up process for online purchases. Please review prior to your first shift to better assist you in your role as Customer Service representative. Once again, we are happy to have you join the Home Goods Discount Warehouse.

Sincerely,

Human Resources



Store Return & Exchange Policy:

Home Goods Discount Warehouse requires the original receipt, gift receipt or packing slip for all returns an exchanges. Customer must present a valid photo ID when return item as well. Unopened items are able to be return for full refund within 15 days of purchase. Unopened items return after 15 days can be return for an exchange only. Open products are only valid for exchanges only. Products cannot be return/exchanged outside of 30 days.

The following items are not returnable/exchangeable:

• Ink/Toners cartridges that have had their factory sealed packaging opened

• Items that have been damaged or abused

• Items that are missing accessories such as remote controls, cords 3‐Day glasses, or cables

• Personalized items

• Opened computer software, movies, music and video games exchanged for identical item but cannot be returned for a refund

• Downloadable digital content

• Some prepaid cards, digital subscriptions or services

In‐store Online Purchase Pick‐up:

Home Goods Discount Warehouse requires customer to present confirmation of online purchase, along with valid photo ID, and Credit or Debit payment method when picking‐up online purchase. Products will not be released without required documentation, valid photo ID and payment method.

Clearance items:

Clearance items are not returnable, or exchange able. All sales are finals on clearance items.

Online promotional events and sales:

Online promotional events and sales are specific to online purchases only; in‐store product is applicable to online promotional events and sales.

Price matching:

Home Goods Discount Warehouse will price match competitors price and provide an additional 10% discount. Customer must provide proof of competitor prices in the form of valid receipt (price must be within seven days of purchase) or competitor advertisement.

Store Hours:

Mon‐Friday: 8am to 8pm

Sat: 10am to 8pm

Sun: 11am to 7pm

Store Address and Phone Number:

2456 Kansas City Boulevard Kansas City, MO 64110 816‐555‐2013

Interoffice Memo

Date: 6/26/12

To: M. Contestant, Customer Service Representative

From: Roger Willard, Customer Service Manager

RE: Welcome to Home Goods Discount Warehouse

Welcome to Home Goods Discount Warehouse! We’re happy to have you join the team. My apologies for not being present at the start of your shift today, I have to attend an emergency manager meetings here at the store due to our online website having transaction and server connectivity issues. Not to worry however, the store traffic is traditionally slow between the hours of 8am to 10 am.

Attached are today’s in‐store pickups for online purchase. Items have been tagged with customer confirmation number. In the event you’re unable to locate the product, please complete a “Product Inquiry” from for our inventory to locate product and process the order. Inventory dept. pulls product at night, for the following business day. Products are normally located within 24‐48 hours

You’ve been previously provided our store return refunds/exchange policy as well as our in‐store online pick‐up process details. Please note we empower our Customer Service representatives to resolve any customer services issues related to refunds, exchanges, and/or in‐store pick‐up by offering alternative service solutions in the form of refunds, replacements, or gift certificates. All given service solution offerings are monitored and tracked to ensure that this was the best possible solution to the customer service.

I’m confident with your past customer service experience you will able to assist our customers, and manage the Customer Service department counter while I’m I attend the meeting. Good Luck and welcome to Home Goods Discount Warehouse!

‐Roger

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2013 SkillsUSA National Conference Customer Service Contest Specifications



Product Inquiry Form

Name:

Confirmation Number:

Contact Number: Home Cell

Contact Email:

Product Industry: Appliances Consumer Electronics

Home Office

Other:

Product Description:

Product Brand:

Special Instruction:


In‐Store Pick‐Up for Online Purchases

Name: Caroline Hunter


Product: Computer Desktop

Brand: Gateway

Industry: Appliances Consumer Electronics X

Home Office

Other:


Pick‐Up Time: 11:30

Special Instructions:

Payment Method:

Debit: Credit: VISA processed 6/24/12

Valid ID Customer Name (Print): Customer Signature:

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2013 SkillsUSA National Conference Customer Service Contest Specifications



Name: Maxine Shea


Product: MP3 Player Brand: Zume

Industry: Appliances X

Consumer Electronics

Home Office

Other:


Pick‐Up Time: 10 am

Special Instructions: Please package without price, item is gift.

Payment Method: Debit: VISA, processed 6/25/13

Credit:





Name: John Dawson


Product: Home Laundry Washer

Brand: General Electric

Industry: X

Appliances Consumer Electronics

Home Office

Other:


Pick‐Up Time: Noon

Special Instructions: Customer will pick‐up from loading dock. Bulky item.

Payment Method: Debit: Credit: MasterCard, processed 6/24/13




2013 SkillsUSA




Quality Repair Service and Installation “Quality Service First”

June 27th, 2013 Owner: Wesley Morris

5200 Main St Shawnee, KS 66333

435‐1000 Quality Repair Service and Installation is a residential service and installation company that specializes in appliances and consumer electronics. Founded in 1995 by Wesley Morris, Quality Repair Service and Installation initially began as Service Repair Company, but latter expanded to installations in the year 2000. In addition to expanding services, Quality Repair Service and Installations increased their service coverage to the Greater Shawnee area, specifically Bonner Springs, Desoto, Olathe, and Shawnee. For over 18 years Quality Repair Services and Installations has been the number one service provider in the Greater Shawnee area, known for its fantastic customer service, fair and honest pricing, and most importantly its industry leading service and service guarantee.

Quality Repair Service and Installation employs 25 employees, the owner Wesley Morris oversees the overall operations (both strategic and financial) of the company. Jack Hall is the Service Repair and Installation Manager, who manages a team of 21, consisting of 10 Service Repair and 10 Installation Specialist and one Assistant Service Repair and Installation Manager, Marc Reed. There are seven Repair specialists, who service both appliances and consumer electronics and are manufactured trained and authorized for major manufactures such as General Electric, LG, Maytag, Mitsubishi, Samsung, Sony, Toshiba, and Whirlpool. As well as three Installation specialists who primarily install appliances, home theatre systems, and televisions. In addition to assisting Jack, Marc orders all parts and accessories necessary for repairs and installation. Angel Harris is the Schedule and Dispatch supervisor; she maintains the schedule for both service repairs and installations. Jessica Moore and you (Mr. or Ms. Contestant) are Customer Service Specialists. Jessica however, is part time and only works on Mondays and Fridays (due to increase volume on those days), whereas you’re fulltime and work Monday through Friday. Jessica and your roles and responsibilities are the following:

• Provide professional and courteous customer service to all customers

• Answer and direct all incoming telephone calls to the appropriate company contact

• Be knowledgeable on company policies and guarantees

• Provide/answer general service related inquires (i.e. estimates, and guarantees)

• Document and report all service and installation event request to the Schedule and Dispatch Supervisor for scheduling and confirmation

• Document and report all customer related service complaints/escalations to the Assistant Service and Installation Manager

Attached for your review are the newly updated company policies, procedures and pricing. Please review, and familiarize yourself to ensure all Quality Repair Service and Installation employees are providing the best possible customer service and are accurately informed on company polices an procedures. Remember “Quality Service First”!

Setting for Skills Demonstration:

Assume that it is 8 a.m. and you have just opened the office for business.


Quality Repair Service and Installation Policies and Procedures

Hours and Appointments:

Service calls and installations are scheduled Monday through Friday 8 a.m. to 5 p.m. Emergency appliance repairs are available for Saturday appointments between the hours of 8 a.m. to noon. No installations or service calls for consumer electronics are schedule on Saturday. Customer will receive a call the day before to confirm their service event, and 30 minutes prior to advise the service technician is en route the service appointment. If the customer is unavailable or “Does Not Answer” at the schedule time the technician will provide a 15 minute courtesy wait. After 15 minutes courtesy wait have passed, a “Call Tag” will be left on the customer’s front door advising the customer to contact our office to reschedule a service call.

We require 24 hour notice of cancellation and reschedule notification. If a customer is being reschedule due to a “Call Tag” we will do our best effort to get the customer schedule within the next open available appointment. Cancellations received within less than 24 hours will be documented. Repeat cancellations and reschedule will be escalated to Assistant Service Repair and Installation Manager to review on case by case basis.

Company Hours:

Mon‐Friday: 8 a.m. to 5 p.m.

Emergency Hours:

Sat‐ 8 a.m. to Noon; Appliance repair only

Service Policy:

At the time of service someone of 18 years or older must be present at the time of service. No exception will be provided; this necessary procedure is in place to protect our technicians and customers. All technicians are insured and have undergone background and drug screening. All service repair event products must be accessible to the technician. If the customer requires service on mounted unit, we will provide courtesy demounting.

Installation Policy:

At the time of installation someone of 18 years or older must be present at the time of installation. No exception will be provided; this necessary procedure is in place to protect our technicians and customers. All technicians are insured and have undergone background and drug screening. Installation services include install only, delivery and product discard is an additional charge. Products are picked‐up for delivery Monday through Friday at 8am.

Service Guarantee:

Quality Repair Service and Installation makes every effort to schedule service events and installation at the customer’s earliest convenience and guarantees and in‐home service call within five business days. In addition all service events and installations have a 30 day service guarantee. Customer satisfaction is Quality Repair Service and Installation is number ONE PRIORITY.

Interoffice Memo

Date: 6/27/12


From: Marc Reed

RE: Urgent‐ Thursday June 27th, 2012

M. Contestant,

Today should be an interesting day! Both Jack and Angel are out of the office for the rest of the week attending a training session for our future scheduling software. Wesley is in Kansas City volunteering at SkillsUSA and John, one of my best and busiest installers called out sick with a 24 hour stomach bug. I’m will not be in the office for the majority of the day today, as I will be performing John’s installation jobs while he’s out sick. I will however, be back in the office later today around 5pm to complete any pending parts orders and to review any customer escalations. I’ve left you a print out the remaining schedules for this week and next week’s as well. Have a great day!

‐Marc


Quality Repair Service and Installation:

Repair Service Pricing:

Appliance Service

Labor Flat rate of $75 for all Major Appliance Repair *excluding Seal‐System Repair, and Bulky Repairs (etc. Tub Replacement)

Parts MSRP + 3% Mark‐up

Seal System Flat rate of $200, including refrigerant

Bulky Repairs

‐ Defined as repair require additional technician. Flat rate of $75, plus $25 for additional technician per hour (max. $100)

Consumer Electronic Service

Labor

LCD TV $150 Flat Rate LED/LCD TV 3D $175 Flat Rate Plasma TV $165 Flat Rate Plasma TV 3D $175 Flat Rate Projection TV $175 Flat Rate

TVs larger than 65” require additional technician.


Bulky Repairs

‐ Defined as a repair that requires require additional technician to complete service event. Flat rate of $75.00



Quality Repair Service and Installation

Installation Pricing:

Installations

Major Appliance

Cooktop (Electric) $120.00 Cooktop (Gas) $130.00 Dishwasher $110.00

Double Oven (Electric) $165.00 Double Oven (Gas) $175.00 Dryer (Electric) $120.00 Dryer (Gas) $130.00

Range (Electric) $135.00 Range (Gas) $145.00 Refrigerator $105.00

Washer (Electric) $120.00 Washer (Gas) $130.00


Basic TV setup smaller than 32" $35.00 Basic TV setup 32" and larger $45.00

Premium TV setup smaller than 32" $55.00 Premium TV setup 32" and larger $65.00

Bracket TV mounting smaller than 32" $75.00

Bracket TV mounting 32" and larger $85.00 On‐Wall TV mounting smaller than 32" $120.00 On‐Wall TV mounting 32" and larger $145.00

Product Discard Appliance $35.00

Consumer Electronics $25.00

Bulky Installation ‐ Installation for TV’s larger than 60” require additional technician to complete

installation. Flat rate of $75 for additional technician.

Delivery Charge $75.00

Scott 555‐1266

Alec 555‐1257Beau 555‐1258Dan 555‐1259John 555‐1260Karl 555‐1261Lee 555‐1262Mike 555‐1263Ray 555‐1264Rick 555‐1265

Max 555‐1255 CellTravis 555‐1256 Cell

Installation Specialist

Service Repair TechniciansAlex 555‐1247 CellBen 555‐1248 CellDon 555‐1249 CellEric 555‐1250 CellJay 555‐1251 Cell

Jack Hall, Service Repair and Installation Manager435‐1002 Work; 555‐1245 Cell

Marc Reed, Service Repair and Installation Assistant Manager435‐1003 Work; 555‐1246 Cell

Angel Harris, Scheduler and Dispatcher435‐1004 Work

Quality Repair Service and Installation Contact List

Wesley Morris, Owner435‐1001, Work ; 555‐1424 Cell

Jesus 555‐1252 CellLeon 555‐1253 CellMason 555‐1254 Cell


Date:

First Name

Installation:

Service Schedule Date: Installation Date:

Technician:

Complaint:

Customer Contacted? Issue resolved?Yes No Yes No

Addressed Complaint with TechYes No

Reviewed by Serivce Repair & Installation Mgr. Yes No Date

Work/OtherHome

Service:

Customer Phone No.

Customer Address:Street Zip CodeCity

Customer Escalation Form

Customer Name:Last Name




Date:

First Name

Does the item require pick‐up/delivery?

Requested Service Schedule Date: Requsted Installation Schedule Date:

Product requiring service/installation:

Service: Installation:Major Appliance:

Bulky Repair:

Consumer Electornics:

Product Discard:Bulky Installation:

On‐Wall TV mounting smaller than 32"On‐Wall TV mounting 32" and larger

Seal System

LED/LCD TV 3DPlasma TV

Plasma TV 3DProjection TV

Bracket TV mounting 32" and larger

Basic TV setup 32" and largerPremium TV setup smaller than 32"Premium TV setup 32" and larger

Bracket TV mounting smaller than 32"

Washer (Gas)

Basic TV setup smaller than 32"

Dryer (Electric)Dryer (Gas)

Range (Electric)Range (Gas)Refrigerator

Washer (Electric)

Double Oven (Gas)Double Oven (Electric)

Cooktop (Electric)Cooktop (Gas)Dishwasher

Service: Installation:

Brand

Major Appliance

LCD TV

Street City Zip Code

Customer Phone No.Home Other


Customer Address:

Event Request


Quality Repair Service and Installation‐Irate Customer Name:

Kelley Fairchild 4852 Shawnee Blvd Shawnee, KS 66217 785‐458‐1569 Your job during the contest is to:

1. Enter a minute after the contestant sits and gets situated within contest area • The contestant should acknowledge and greet you

2. Inform the contestant you are furious that you were 20 minutes late to your house for

your service appointment, and a call tag was left on your door. • The contestant should advise of the 15 minute courtesy wait and call tag policy

3. You should inform the contestant that your oldest son was home (due to summer break)

when the technician arrived at the home, but the technician refuse to perform the repair.

• The contestant should advise of the service policy that requires someone of at least 18 years of age to be present at the time of service

• The contestant should offer to reschedule you for the next available appointment and take down your contact and service event info using the “Event Request” form

4. Refuse to be rescheduled for service without speaking to the owner. • The contestant should inform you the owner is away on business, but should

continue to make every attempt to resolve your issue

5. You become even more frustrated upon hearing the owner is not available. Request to speak the Service Manager

• The contestant should inform you that both service managers are out of the office today

• Again the contestant should make every effort to resolve your issue and inform you they can document your complaint to provide to the Service mngr.

6. If the contestant advises they will document your complaint provide them with the information. If the contestant does not advise they can complete a complaint form for you, advise the customer you would like to file a complaint.

• The contestant should complete the claim form, requesting the service event details below

• Service Event Detail i. Name : Kelly Fairchild ii. Address: 4852 Shawnee Blvd Shawnee, KS 66217 iii. Phone Number: 785‐458‐1569 iv. Service v. Schedule Date: 6/27/13 vi. Tech: Eric vii. Product: Washer viii. Complaint: Tech didn’t wait, and refuse to service your product event

though someone wasn’t home

7. After completing the event request form, request the a manager’s or owner’s phone number

• The contestant should provide you with the information • Once information is provided by the contestant storm out without

rescheduling service

8. Wait outside the competition area for almost a minute. The next scenario will begin with team member calling in to inquire about service event. Wait a minute and storm back into area

• The contestant should acknowledge you again as well as be able to multitask between the customer on the phone and you

• The contestant should advise you they will be right with you i. Become quite impatient and demand to be reschedule

9. As your being reschedule inform the contestant you want to be reschedule for the next

available appointment • The contestant should advise you that the next available appointment is today

at 10am i. Advise you will not be able to get back home by 10 am due to traffic

and that you know the tech will leave again because he won’t service the product while you’re not there

• The contest should inform there is an additional open appointment for this afternoon at 1pm

i. Advised the contest that you have to get back to work as you only took off from 8am to noon.

• There is an additional open appointments for Friday at 10 am and 5pm that the contestant should advise of

i. You’re not available for either of these appointments as you can’t take off two days in a row

• The contestant should advise there is an appointment on Saturday that is for emergencies

i. Agree to be reschedule, • Customer Service Rep should reschedule you using the Event Request form

10. Leave but not without advising you want a follow up call in regards to your complaint

• Customer should probably close the interaction an advise someone will be in contact

Quality Repair Service and Installation‐Phone Call Customer Name:

Taylor Bradley 6540 De Soto Way De Soto, KS 66018 913‐456‐7845 Your job during the contest is to:

1. Wait until the first scenario to come to an abrupt stop with the team member walking out of the contest area. Call into schedule an install.

• The contestant should answer the phone as representative of the company

2. Advise the contestant that you would like to schedule an appointment for a TV install

• The contestant should gather your information in regards to scheduling a service event

o Provide the following: Name: Taylor Bradley Address: 6540 De Soto Way De Soto, KS 66018 Phone Number: 913‐456‐7845 Installation Requested Service Date: Saturday June 29th,

• The contestant should advise installs are not schedule on Saturday, and that Saturday’s are for Appliance service calls only

• The contestant should advise of open time frame for Friday o You are not available to schedule an install for Friday

3. Around this time the previous team member will be coming back into the contest area and demanding to be reschedule

• Customer Service Rep should acknowledge them again as well as be able to multitask between you and the customer in the contest area

4. Continue to move forward with scheduling your install; the customer service rep will become preoccupied with the team member within the contest area

• The team member in the contest area will become increasingly impatient this will require the contestant to choose how to move forward between the two customers

o Inform the contestant that you will call back as you can tell the contestant is busy.

5. Wait almost a minute to allow the contest to wrap up with the team member and call back the contestant to continue to schedule your service call. Advise the contestant that you want an “On‐Wall TV mounting for a 65”

• The contestant should advise you that TVs over 60” require an additional technician to assist with the install, and have an additional charge of $75.00

o You comment that it’s expensive but you agree to the additional charge • The contestant should inquire if you need the television to be picked up

o You should advise that the TV needs to be picked up at the local Best Buy o The contestant advises that there is an additional charge of $75 o Again you comment that you think it’s expensive but agree to quoted price

6. Inquire about the price of the actual installation

• The contestant should advise the cost of installation is $145.00 o Now your frustrated because the repair cost is almost $295.00

7. Advise the contestant you’d like to have your old TV removed and discarded

• The contestant should advise that there is an additional service charge of $35 to have the product discarded

o This time you refuse and advise you’ll discard your own product, as this turning out to be an expensive install

8. Inquire about when you can get the soonest appointment

• Installation schedule is extremely booked, and there aren’t two available open appoints in the next three day

o The contestant should advise you of this You become frustrated an advise you don’t want to move forward with

the install • The contestant should attempt to continue with the install an

advised that the install schedule and requested appointments are confirmed with the scheduler who isn’t in the office

o Request follow‐up on install appointment confirmation and discontinue the call

Quality Repair Service and Installation‐ Customer Service Judge Your job during the contest is to:



b. How was the contestant’s voice (pitch, tempo, volume)? c. Did the contest use proper mechanics (diction, grammar, pronunciation)? d. Was the contestant polite to the customers? e. How was the contestant’s appearance? f. How was the contestant personal deportment (poise, eye contact, mannerism)? g. Did the contestant answer the question with maturity? h. Was the contestant enthusiastic? i. Did the contestant have personal salesmanship (confidant and persuasiveness)? j. Did the contestant actively participate?





o DATE: Thursday June 27th, 2013 Time: Location: Municipal Auditorium

o Time and room will be determined during the Contestant Meeting held at noon, Sunday, June 25 in

Exhibit Hall Municipal Auditorium. During this meeting the Customer Service Competition Exam will be given. This exam will be used as a tiebreaker for the competition.











Greeting and Introduction Voice (Pitch, Tempo, Volume)


Mechanics (Diction, Grammar, Pronunciation) Politeness Appearance, Grooming Personal Department (Poise, Eye Contact, Mannerism) Maturity in Answers to Questions Enthusiasm Personal Salesmanship (Self‐Confidence and Persuasiveness) Participation

3. Debriefing:


Date:

First Name





Bulky Repair:




Seal System






Washer (Gas)




Washer (Electric)




Brand

Major Appliance

LCD TV




Customer Address:

Event Request



2013 SkillsUSA




Quality Repair Service and Installation “Quality Service First”

June 27th, 2013 Owner: Wesley Morris

5200 Main St Shawnee, KS 66333

435‐1000 Quality Repair Service and Installation is a residential service and installation company that specializes in appliances and consumer electronics. Founded in 1995 by Wesley Morris, Quality Repair Service and Installation initially began as Service Repair Company, but latter expanded to installations in the year 2000. In addition to expanding services, Quality Repair Service and Installations increased their service coverage to the Greater Shawnee area, specifically Bonner Springs, Desoto, Olathe, and Shawnee. For over 18 years Quality Repair Services and Installations has been the number one service provider in the Greater Shawnee area, known for its fantastic customer service, fair and honest pricing, and most importantly its industry leading service and service guarantee.

Quality Repair Service and Installation employs 25 employees, the owner Wesley Morris oversees the overall operations (both strategic and financial) of the company. Jack Hall is the Service Repair and Installation Manager, who manages a team of 21, consisting of 10 Service Repair and 10 Installation Specialist and one Assistant Service Repair and Installation Manager, Marc Reed. There are seven Repair specialists, who service both appliances and consumer electronics and are manufactured trained and authorized for major manufactures such as General Electric, LG, Maytag, Mitsubishi, Samsung, Sony, Toshiba, and Whirlpool. As well as three Installation specialists who primarily install appliances, home theatre systems, and televisions. In addition to assisting Jack, Marc orders all parts and accessories necessary for repairs and installation. Angel Harris is the Schedule and Dispatch supervisor; she maintains the schedule for both service repairs and installations. Jessica Moore and you (Mr. or Ms. Contestant) are Customer Service Specialists. Jessica however, is part time and only works on Mondays and Fridays (due to increase volume on those days), whereas you’re fulltime and work Monday through Friday. Jessica and your roles and responsibilities are the following:

• Provide professional and courteous customer service to all customers

• Answer and direct all incoming telephone calls to the appropriate company contact

• Be knowledgeable on company policies and guarantees

• Provide/answer general service related inquires (i.e. estimates, and guarantees)

• Document and report all service and installation event request to the Schedule and Dispatch Supervisor for scheduling and confirmation

• Document and report all customer related service complaints/escalations to the Assistant Service and Installation Manager

Attached for your review are the newly updated company policies, procedures and pricing. Please review, and familiarize yourself to ensure all Quality Repair Service and Installation employees are providing the best possible customer service and are accurately informed on company polices an procedures. Remember “Quality Service First”!

Setting for Skills Demonstration:

Assume that it is 8 a.m. and you have just opened the office for business.


Quality Repair Service and Installation Policies and Procedures

Hours and Appointments:

Service calls and installations are scheduled Monday through Friday 8 a.m. to 5 p.m. Emergency appliance repairs are available for Saturday appointments between the hours of 8 a.m. to noon. No installations or service calls for consumer electronics are schedule on Saturday. Customer will receive a call the day before to confirm their service event, and 30 minutes prior to advise the service technician is en route the service appointment. If the customer is unavailable or “Does Not Answer” at the schedule time the technician will provide a 15 minute courtesy wait. After 15 minutes courtesy wait have passed, a “Call Tag” will be left on the customer’s front door advising the customer to contact our office to reschedule a service call.

We require 24 hour notice of cancellation and reschedule notification. If a customer is being reschedule due to a “Call Tag” we will do our best effort to get the customer schedule within the next open available appointment. Cancellations received within less than 24 hours will be documented. Repeat cancellations and reschedule will be escalated to Assistant Service Repair and Installation Manager to review on case by case basis.

Company Hours:

Mon‐Friday: 8 a.m. to 5 p.m.

Emergency Hours:

Sat‐ 8 a.m. to Noon; Appliance repair only

Service Policy:

At the time of service someone of 18 years or older must be present at the time of service. No exception will be provided; this necessary procedure is in place to protect our technicians and customers. All technicians are insured and have undergone background and drug screening. All service repair event products must be accessible to the technician. If the customer requires service on mounted unit, we will provide courtesy demounting.

Installation Policy:

At the time of installation someone of 18 years or older must be present at the time of installation. No exception will be provided; this necessary procedure is in place to protect our technicians and customers. All technicians are insured and have undergone background and drug screening. Installation services include install only, delivery and product discard is an additional charge. Products are picked‐up for delivery Monday through Friday at 8am.

Service Guarantee:

Quality Repair Service and Installation makes every effort to schedule service events and installation at the customer’s earliest convenience and guarantees and in‐home service call within five business days. In addition all service events and installations have a 30 day service guarantee. Customer satisfaction is Quality Repair Service and Installation is number ONE PRIORITY.

Interoffice Memo

Date: 6/27/12


From: Marc Reed

RE: Urgent‐ Thursday June 27th, 2012

M. Contestant,

Today should be an interesting day! Both Jack and Angel are out of the office for the rest of the week attending a training session for our future scheduling software. Wesley is in Kansas City volunteering at SkillsUSA and John, one of my best and busiest installers called out sick with a 24 hour stomach bug. I’m will not be in the office for the majority of the day today, as I will be performing John’s installation jobs while he’s out sick. I will however, be back in the office later today around 5pm to complete any pending parts orders and to review any customer escalations. I’ve left you a print out the remaining schedules for this week and next week’s as well. Have a great day!

‐Marc


Quality Repair Service and Installation:

Repair Service Pricing:

Appliance Service

Labor Flat rate of $75 for all Major Appliance Repair *excluding Seal‐System Repair, and Bulky Repairs (etc. Tub Replacement)


Seal System Flat rate of $200, including refrigerant

Bulky Repairs

‐ Defined as repair require additional technician. Flat rate of $75, plus $25 for additional technician per hour (max. $100)

Consumer Electronic Service

Labor

LCD TV $150 Flat Rate LED/LCD TV 3D $175 Flat Rate Plasma TV $165 Flat Rate Plasma TV 3D $175 Flat Rate Projection TV $175 Flat Rate

TVs larger than 65” require additional technician.


Bulky Repairs

‐ Defined as a repair that requires require additional technician to complete service event. Flat rate of $75.00




Installation Pricing:

Installations

Major Appliance

Cooktop (Electric) $120.00 Cooktop (Gas) $130.00 Dishwasher $110.00

Double Oven (Electric) $165.00 Double Oven (Gas) $175.00 Dryer (Electric) $120.00 Dryer (Gas) $130.00

Range (Electric) $135.00 Range (Gas) $145.00 Refrigerator $105.00

Washer (Electric) $120.00 Washer (Gas) $130.00


Basic TV setup smaller than 32" $35.00 Basic TV setup 32" and larger $45.00

Premium TV setup smaller than 32" $55.00 Premium TV setup 32" and larger $65.00

Bracket TV mounting smaller than 32" $75.00

Bracket TV mounting 32" and larger $85.00 On‐Wall TV mounting smaller than 32" $120.00 On‐Wall TV mounting 32" and larger $145.00

Product Discard Appliance $35.00

Consumer Electronics $25.00

Bulky Installation ‐ Installation for TV’s larger than 60” require additional technician to complete

installation. Flat rate of $75 for additional technician.

Delivery Charge $75.00

Scott 555‐1266

Alec 555‐1257Beau 555‐1258Dan 555‐1259John 555‐1260Karl 555‐1261Lee 555‐1262Mike 555‐1263Ray 555‐1264Rick 555‐1265

Max 555‐1255 CellTravis 555‐1256 Cell

Installation Specialist

Service Repair TechniciansAlex 555‐1247 CellBen 555‐1248 CellDon 555‐1249 CellEric 555‐1250 CellJay 555‐1251 Cell

Jack Hall, Service Repair and Installation Manager435‐1002 Work; 555‐1245 Cell

Marc Reed, Service Repair and Installation Assistant Manager435‐1003 Work; 555‐1246 Cell

Angel Harris, Scheduler and Dispatcher435‐1004 Work

Quality Repair Service and Installation Contact List

Wesley Morris, Owner435‐1001, Work ; 555‐1424 Cell

Jesus 555‐1252 CellLeon 555‐1253 CellMason 555‐1254 Cell


Date:

First Name

Installation:

Service Schedule Date: Installation Date:

Technician:

Complaint:

Customer Contacted? Issue resolved?Yes No Yes No

Addressed Complaint with TechYes No

Reviewed by Serivce Repair & Installation Mgr. Yes No Date

Work/OtherHome

Service:

Customer Phone No.

Customer Address:Street Zip CodeCity

Customer Escalation Form





Date:

First Name





Bulky Repair:




Seal System






Washer (Gas)




Washer (Electric)




Brand

Major Appliance

LCD TV




Customer Address:

Event Request


Quality Repair Service and Installation‐Irate Customer Name:

Kelley Fairchild 4852 Shawnee Blvd Shawnee, KS 66217 785‐458‐1569 Your job during the contest is to:

1. Enter a minute after the contestant sits and gets situated within contest area • The contestant should acknowledge and greet you

2. Inform the contestant you are furious that you were 20 minutes late to your house for

your service appointment, and a call tag was left on your door. • The contestant should advise of the 15 minute courtesy wait and call tag policy

3. You should inform the contestant that your oldest son was home (due to summer break)

when the technician arrived at the home, but the technician refuse to perform the repair.

• The contestant should advise of the service policy that requires someone of at least 18 years of age to be present at the time of service

• The contestant should offer to reschedule you for the next available appointment and take down your contact and service event info using the “Event Request” form

4. Refuse to be rescheduled for service without speaking to the owner. • The contestant should inform you the owner is away on business, but should

continue to make every attempt to resolve your issue

5. You become even more frustrated upon hearing the owner is not available. Request to speak the Service Manager

• The contestant should inform you that both service managers are out of the office today

• Again the contestant should make every effort to resolve your issue and inform you they can document your complaint to provide to the Service mngr.

6. If the contestant advises they will document your complaint provide them with the information. If the contestant does not advise they can complete a complaint form for you, advise the customer you would like to file a complaint.

• The contestant should complete the claim form, requesting the service event details below

• Service Event Detail i. Name : Kelly Fairchild ii. Address: 4852 Shawnee Blvd Shawnee, KS 66217 iii. Phone Number: 785‐458‐1569 iv. Service v. Schedule Date: 6/27/13 vi. Tech: Eric vii. Product: Washer viii. Complaint: Tech didn’t wait, and refuse to service your product event

though someone wasn’t home

7. After completing the event request form, request the a manager’s or owner’s phone number

• The contestant should provide you with the information • Once information is provided by the contestant storm out without

rescheduling service

8. Wait outside the competition area for almost a minute. The next scenario will begin with team member calling in to inquire about service event. Wait a minute and storm back into area

• The contestant should acknowledge you again as well as be able to multitask between the customer on the phone and you

• The contestant should advise you they will be right with you i. Become quite impatient and demand to be reschedule

9. As your being reschedule inform the contestant you want to be reschedule for the next

available appointment • The contestant should advise you that the next available appointment is today

at 10am i. Advise you will not be able to get back home by 10 am due to traffic

and that you know the tech will leave again because he won’t service the product while you’re not there

• The contest should inform there is an additional open appointment for this afternoon at 1pm

i. Advised the contest that you have to get back to work as you only took off from 8am to noon.

• There is an additional open appointments for Friday at 10 am and 5pm that the contestant should advise of

i. You’re not available for either of these appointments as you can’t take off two days in a row

• The contestant should advise there is an appointment on Saturday that is for emergencies

i. Agree to be reschedule, • Customer Service Rep should reschedule you using the Event Request form

10. Leave but not without advising you want a follow up call in regards to your complaint

• Customer should probably close the interaction an advise someone will be in contact

Quality Repair Service and Installation‐Phone Call Customer Name:

Taylor Bradley 6540 De Soto Way De Soto, KS 66018 913‐456‐7845 Your job during the contest is to:

1. Wait until the first scenario to come to an abrupt stop with the team member walking out of the contest area. Call into schedule an install.

• The contestant should answer the phone as representative of the company

2. Advise the contestant that you would like to schedule an appointment for a TV install

• The contestant should gather your information in regards to scheduling a service event

o Provide the following: Name: Taylor Bradley Address: 6540 De Soto Way De Soto, KS 66018 Phone Number: 913‐456‐7845 Installation Requested Service Date: Saturday June 29th,

• The contestant should advise installs are not schedule on Saturday, and that Saturday’s are for Appliance service calls only

• The contestant should advise of open time frame for Friday o You are not available to schedule an install for Friday

3. Around this time the previous team member will be coming back into the contest area and demanding to be reschedule

• Customer Service Rep should acknowledge them again as well as be able to multitask between you and the customer in the contest area

4. Continue to move forward with scheduling your install; the customer service rep will become preoccupied with the team member within the contest area

• The team member in the contest area will become increasingly impatient this will require the contestant to choose how to move forward between the two customers

o Inform the contestant that you will call back as you can tell the contestant is busy.

5. Wait almost a minute to allow the contest to wrap up with the team member and call back the contestant to continue to schedule your service call. Advise the contestant that you want an “On‐Wall TV mounting for a 65”

• The contestant should advise you that TVs over 60” require an additional technician to assist with the install, and have an additional charge of $75.00

o You comment that it’s expensive but you agree to the additional charge • The contestant should inquire if you need the television to be picked up

o You should advise that the TV needs to be picked up at the local Best Buy o The contestant advises that there is an additional charge of $75 o Again you comment that you think it’s expensive but agree to quoted price

6. Inquire about the price of the actual installation

• The contestant should advise the cost of installation is $145.00 o Now your frustrated because the repair cost is almost $295.00

7. Advise the contestant you’d like to have your old TV removed and discarded

• The contestant should advise that there is an additional service charge of $35 to have the product discarded

o This time you refuse and advise you’ll discard your own product, as this turning out to be an expensive install

8. Inquire about when you can get the soonest appointment

• Installation schedule is extremely booked, and there aren’t two available open appoints in the next three day

o The contestant should advise you of this You become frustrated an advise you don’t want to move forward with

the install • The contestant should attempt to continue with the install an

advised that the install schedule and requested appointments are confirmed with the scheduler who isn’t in the office

o Request follow‐up on install appointment confirmation and discontinue the call

Quality Repair Service and Installation‐ Customer Service Judge Your job during the contest is to:



b. How was the contestant’s voice (pitch, tempo, volume)? c. Did the contest use proper mechanics (diction, grammar, pronunciation)? d. Was the contestant polite to the customers? e. How was the contestant’s appearance? f. How was the contestant personal deportment (poise, eye contact, mannerism)? g. Did the contestant answer the question with maturity? h. Was the contestant enthusiastic? i. Did the contestant have personal salesmanship (confidant and persuasiveness)? j. Did the contestant actively participate?

skillssa 3 contest projects customer service - …mdskillsusa.org/projects/customerservice.pdf ·...

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