Transforming customer experience: English call center role play

Watch as we take a deep dive into a real-life customer service scenario at Foundever. Today's focus: handling a disgruntled airline customer over the phone.

Meet Karina, a customer who's had a frustrating experience with a disconnected call and needs to change her flight. And meet Arick, our representative, who is committed to turning Karina's day around. This roleplay offers valuable insights into how to effectively handle such situations.

Watch closely as Arick navigates the conversation with respect and empathy, proactively gathers information, and reassures Karina that he's there to help. From the initial greeting to the final fare quote, Arick's approach to customer service is a lesson in patience and understanding.

Whether you're a customer service rep yourself or just curious about the process, this video provides an inside look at how a professional handles a challenging situation. We guarantee you'll pick up a few tips and tricks.

Explore career opportunities 👉 https://jobs.foundever.com/

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About Foundever Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands.

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