John

Good morning, Allens customer services, how may l help you?

Mrs Rone( yelling)

Yes. l was told to expect delivery on my order in three to four weeks. l called two weeks ago, and you people said its only week three, wait another week. well, its five, and still mo delivery.

jonh quickly ask for more information.

John

ahh. can l have your name?

Mrs Rone

rone, Beth, order number 456878.

John reports the customer information. His tone is neither negative or positive.

John

well, my record shows that your order is scheduled to be put on the truck next friday. Then it should get ti you in no more than a week then.....

Mrs. Rone doesnt like the answer,

mrs. Rone

Thats ridiculous. that's almost seven weeks from the time l ordered. You said three to four weeks. its unacceptable. And l'd like

John interrupts and starts to argue a point with Mrs Rone.

John

Mam, l didnt say three to four weeks, lm just trying to help you.

John's comment has angered her more.

Q1. How would you develop rapport with Mrs Rone?

Q2. Why did John makes Rone angry?

Q3. What communication skills should john have used?

Q4. What customer services strategies could john have used to solve the issue of the late delivery to Mrs Rone?