chrome File Edit View History Bookmarks Profiles Tab Window Help E >8 [43- '5' Q 8 6 Wed Sep7 7:53 PM Contact: lrnllaz Hussein Khan X Practice Exerci557110uslomr X _= Untitled document , Google X + v myneweolccca ii , I] D Scenario 1-9 Audrey enters the customer information and the account comes up as a credit hold. She says, 'Mr. Jensen, the computer is showing that this order will put your account over the credit limit of $25,000 byjust under $1,500. Can I ship part of your order and hold the rest until the account is paid?" Account Mr. Jensen replies, "I don't know anything about that, but I need this order to complete a job." "I'll see what we can do for you, Mr. Jensen. May I put you on hold for a moment while I check with our accounting department about ED releasing this order?" Dashboard Courses "Fine.\" \"Thank you, Mr. Jensen. This should only take a moment." Audrey puts Mr. Jensen on hold and calls the Credit department. "Hello, Maya, this is Audrey from Customer Service. I have a customer, _. Franeck Plumbing and Heating, trying to place an order, but the account is coming up on hold. The account number is 657003. Can you 3:: release the order?" Maya checks the account and tells Audrey, "That account is past due. I can't release the order." Audrey then asks, "Well, if the order were under the credit limit, would it go through?" \"No, it will still be on hold until the old invoice is paid." Audrey thinks for a moment, then asks, \"Is Franeck a regularly delinquent account? I don't remember seeing them on hold before." History Maya checks the account again and replies, \"No, this is the rst time.\" "Well, if I get Franeck to make the payment immediately, then will you release the order based on that? TheYre a good customer that we've had for a long time.\" \"Let me check with the credit manager and get back to you, but that should be ne if they conrm by fax that they will pay. But Audrey, the order can't be over the credit limit.\" \"Okay, thanks Maya. I'll let my customer know what we can do." Audrey disconnects from Maya and retrieves Mr. Jensen. \"Mr. Jensen? Thank you for waiting. Normally there would be no problem with releasing this order, but because there is an overdue payment, I can't process this order until the payment is made. However, because Franeck Plumbing and Heating normally pays on time, I can get your order released based on a fax conrmation from your Accounts Payable department that payment has been issued. Would you like to talk to your accounting people, or would you like me to make the call? 11,651 - \"(:1 h 3.5,, \" . 53W 7 . ,Qgomu\" we, wee~ V . u o . :7 ' , g u chrome File Edit View History Bookmarks Profiles Tab Window Help E >8 [43- '5' Q 8 6 Wed Sep7 7:53 PM Contact: lrnllaz Hussein Khan X Practice Exercis571:Cuslomr X _= Untitled document , Google X + v mynew.aolcc.ca Franeck Plumbing and Heating, trying to place an order, but the account is coming up on hold. The account number is 657003. Can you release the order?" Home Maya checks the account and tells Audrey, "That account is past due. I can't release the order." Modules Audrey then asks, "Well, if the order were under the credit limit, would it go through?\" Grades "No, it will still be on hold until the old invoice is paid." Account Audrey thinks for a moment, then asks, \"Is Franeck a regularly delinquent account? I don't remember seeing them on hold before." ED Maya checks the account again and replies, \"No, this is the rst time.\" DaShboard "Well, if I get Franeck to make the payment immediately, then will you release the order based on that? TheYre a good customer that we've had for a long time.\" Courses "Let me check with the credit manager and get back to you, but that should be ne if they conrm by fax that they will pay. But Audrey, the order can't be over the credit limit." \"Okay, thanks Maya. I'll let my customer know what we can do.\" Audrey disconnects from Maya and retrieves Mr. Jensen. \"Mr. Jensen? Thankyou for waiting. Normally there would be no problem with releasing this order, but because there is an overdue payment, I can't process this order until the payment is made. However, because Franeck Plumbing and Heating normally pays on time, I can get your order released based on a fax conrmation from yourAccounts Payable department that payment has been issued. Would you like to talk to your accounting people, or would you like me to make the call? Mr. Jensen says that he will talk to them. Audrey responds, \"Thankyou, Mr. Jensen. There is one other thing... before we receive payment, I can only ship your order up to the credit limit. What I suggest is that I ship everything except the pipe insulation. That should let you work on yourjob, and the insulation should arrive by the time you need it. Would that work for you?" \"Well... myjob needs to be nished by the 25th. Can you guarantee that I will have the insulation by then?" "If you can get the check issued immediately, then I can ship everything except the insulation as soon as I receive the fax conrmation, and ship the insulation as soon as we receive the check. I'll make a note on the order to courier the insulation if necessary, at no adra charge to you.\" "That'll work. Thanks! I'll call our accountant right now." 11,651 - F1 41 MI . o Chrome File Edit View History Bookmarks Profiles Tab Window Help $ 14. Q Wed Sep 7 7:53 PM Contact: Imtiaz Hussain Khan Practice Exercise-1: Customer x E Untitled document - Google Dc x + C docs.google.com/document/d/1qgluK5ckn-XRKU5ib70YML46chnM4vVKQ4tD8X3cUWc/edit I D Untitled document * 6 Share D File Edit View Insert Format Tools Extensions Help Last edit was 12 minutes ago 100% Normal text Arial 12 + BIU A 3 + . = 13 X 8 . E EX... A 31 1 12 . 13 71 1 1 1 4 1 1 1 | 1 1 1 5 1 1 1 1 1 1 1 6 1 1 6| 1 1 1 7 1 1 C Lesson 1 Practice Exercise Question Answer O Who is the external custon Is Maya Audrey's customer? If so, identify which type of customer. + Is Audrey anyone's customer? Who is more customer service oriented - Audrey or Maya? From the scenario, give an example of Audrey doing each of the following: Communicating effectively with the customer 2. Managing the relationship with the customer Handling a customer-related challenge 4. Avoiding a pitfall Identify three actions Audrey took to proactively serve her customer 11,651 1 SEP 7 W