Service Disruptions Multiple subcontractor I have shared with our contractors how the service That’s a contractor visits are interfering The agency doesn’t care interruptions are negatively impacting your business issue. They are very with a customer’s about my business, is and home. We are working together to schedule busy and don’t have a daycare service; not collaborative to multiple crews on the same day to minimize lot of flexibility in their the customer contacts solving problems disruptions to you. I will provide you updates on a schedules. you and requests an regular basis until the work is completed. update to when the work will be completed Priority Avoid meeting their frustration with equal passion, A natural gas customer You are on a wait list calmly state you understand their request, have in a rural area calls and we have other I am not important reviewed the issue, and should be able to provide a customers that are with frustration their status update by <date>. How would you prefer I higher priority home is not yet contact you? weatherized Gotta have an I’m going to ask you a few questions to determine if Application You need to complete The agency won’t help you might be eligible for our program. When we’re an application before I A customer calls you on me. finished I will provide you with a phone number to call can help you. Call the the phone requesting to complete a program application. 800 number. assistance You’re Over Income Your household does not meet the eligibility A customer calls you on requirements for our program. I am aware of other the phone requesting Sorry, there’s nothing The agency doesn’t programs that may be available to assist. Could you assistance. The we can do, you are not listen to or care about provide more details about what type of service you eligible for our program. my concerns. household is at 62% are looking for, and I will do my best to refer you to an SMI and does not organization that might be able to help. qualify.
Service Disruptions Multiple subcontractor visits are interfering with a customer’s daycare service; the customer contacts you and requests an update to when the work will be completed That’s a contractor issue. They are very busy and don’t have a lot of flexibility in their schedules. The agency doesn’t care about my business, is not collaborative to solving problems I have shared with our contractors how the service interruptions are negatively impacting your business and home. We are working together to schedule multiple crews on the same day to minimize disruptions to you. I will provide you updates on a regular basis until the work is completed. Priority A natural gas customer in a rural area calls with frustration their home is not yet weatherized You are on a wait list and we have other customers that are higher priority I am not important Avoid meeting their frustration with equal passion, calmly state you understand their request, have reviewed the issue, and should be able to provide a status update by <date>. How would you prefer I contact you? Gotta have an Application A customer calls you on the phone requesting assistance You need to complete an application before I can help you. Call the 800 number. The agency won’t help me. I’m going to ask you a few questions to determine if you might be eligible for our program. When we’re finished I will provide you with a phone number to call to complete a program application. You’re Over Income A customer calls you on the phone requesting assistance. The household is at 62% SMI and does not qualify. Sorry, there’s nothing we can do, you are not eligible for our program. The agency doesn’t listen to or care about my concerns. Your household does not meet the eligibility requirements for our program. I am aware of other programs that may be available to assist. Could you provide more details about what type of service you are looking for, and I will do my best to refer you to an organization that might be able to help.
RoleplayExercisesForCSworkshops.docx