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Technician's Blunder: A Day of Delays and Frustrations for Lisa

Lisa experiences continuous issues with her laptop, which frequently hangs and requires frequent reboots. Frustrated, she reaches out to a technician for help. However, due to connectivity issues, the technician struggles to schedule the appointment. Despite taking notes, he forgets to follow up with Lisa to confirm, leading to additional frustration. On the day of the appointment, he forgets his GPS and arrives late, compounding Lisa's dissatisfaction. This scenario highlights the importance of communication and reliability in customer service.

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Technician's Blunder: A Day of Delays and Frustrations for Lisa

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Presentation Transcript

  1. Scenario

  2. Lisa was working on her laptop, to her surprise the laptop hangs and she is forced to reboot her laptop and this is going on for a while. Lisa decides to get this issue fixed and calls a technician.

  3. The technician who was driving answers the call from Lisa The technician tries to look up his calendar before he could confirm the appointment with Lisa, as the laptop was not connected to the internet he was not able to get the latest information.

  4. The technician decides to write down the details on a piece of paper so he could call Lisa later to confirm her appointment The technician forgets to check his schedule and call back Lisa to confirm her appointment.

  5. The technician calls Lisa and asks for apology before scheduling an appointment Lisa was mad at the technician for his negligence, but agrees for an appointment the following day

  6. The technician forgets his GPS and struggles to find Lisa’s house Finally the technician reaches Lisa’s house but he was late for his appointment

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