5. (Scenario Based Question) Your response to Simeon's phonecall: Hello, I need to speak to a manager now! Netflix has taken money out of my account when I cancelled the subscription ages ago. They have still charged me for their services. This has left me with no money. This is fraud! I need this money refunded straight away otherwise I will not be able to afford groceries for my kids this week. Please refund this money now! * (Write your response to the customer as if you were a COp at Monzo talking to Simeon, for example "Hi Simeon....". Show us your empathy and analytical problem solving skills, and how by being customer centric you'd help get the customer to a logical solution in this scenario
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your response to simeon's in app chat message "good afternoon, i need to speak to a manager now, can please call me back! Netflix has taken money out of account when i cancelled the subscription ages ago. They have still charged me for their services. This has left me with no money. This fraud i need this money responded straight away. Otherwise I will not be able to afford groceries this week. Please refund this money now I don't want wait anymore. I have tried calling I can't get through someone please call me!
Simon has sent an email please call this customer and document how you would approach the cold. There is no Manager available but you do not want to leave the call back for another day. Please document the process he would follow from the moment. Customer answer the call
by Bartleby ExpertScenario Based Question) Your response to Barbara's in-app chat message “Hello love, I need some help with my son's Monzo account. He doesn't know how to create a standing order for his rent and I am worried that it won't be set up in time for the 1st month. Please can you change his email address to mine, so I can sort this out for him. I am his Mum, so I like to make sure he's done everything correctly. I have downloaded the Monzo app ready, can you change the email address or give me the password? Please help me!" *
Write your response to the customer as if you were a COp at Monzo who had just received an in-app chat message from Barbara for example “Hi Barbara...” Show us your empathy and analytical problem solving skills, and how by being customer centric you'd help get the customer to a logical solution in this scenario.
by Bartleby Expert
