A: Good morning. I work for Travel.com. We’re offering a limited time deal for our most loyal customers: a trip to Hawaii for one week, everything included, for just $199!
B: That sounds too good to be true. What’s the catch?
A: There are no strings attached. This offer is the best bang for you buck and it won’t break the bank. It’s a no-brainer.
B: I’ve been around the block. There’s no such thing as a free lunch. There’s always a catch. It’s a rule in this world: give and take, quid pro quo. I take everything with a grain of salt.
Answer 2. Answer 3. PEPSI Discussion Questions
A: What’s wrong? You seem upset.
B: I’m bummed. I need to blow off some steam. I was talking to a customer on the phone today and right off the bat she started yelling. It was like talking to a brick wall.
A: What happened exactly?
B: Well, she couldn’t understand why she had to pay extra for going over her data limit. She just snapped at me, she was completely out of her mind.
A: Did you give her a piece of your mind? She sounds nuts.
B: She was a real pain in the ass, and really snooty as well. I wanted to tell her off but I’m a professional. I’m not wet behind the ears. I had to explain to her that it wasn’t my call, and that I was just a cog in a well-oiled machine. She ended up giving in and she will have to pay her fees. I was so stressed out after the call.
A: Can I pick your brain? I have to do a presentation on company with great customer service, but I don’t have any ideas.
B: How about Zappos? They really go the extra mile. Just my two cents.
A: Oh yeah! I heard about that. They go out of their way to help you with anything, even if it’s not related to their business.
B: Exactly! You can really count on them. They will bend over backwards for you.
A: Many companies just do everything by the book. Companies say customer service is important but actions speak louder than words. Unlike other companies, Zappos actually walks the talk.
Answer 3. PEPSI Discussion Questions
PEPSI Discussion Questions