Welcome to this Jonas Solutions Demo Roleplay!
In this easy customer service scenario, you’ll step into the role of a customer service representative for Speedy Gym, a fast-growing fitness franchise in Western Canada.
You are assisting a customer with a billing inquiry where a refund may be required.
Your Role:
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Verify the customer’s identity by asking for their customer ID
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Confirm the refund payment method by requesting the last four digits of the customer’s credit card
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Determine if a refund is justified based on the provided information
Tip: Take a moment to explore the platform and get familiar with how to locate customer details and billing information before starting.
Demo Customer Care Portal
(C) JONAS SOLUTIONS
DEMO CRM PORTAL
The email address provided before connected to you, matches the following user profile:
Customer Data Customer ID: 72653834 Order ID: 45638 (last order) Full Name: Jennifer Meyers Customer since: Yesterday Order Details: Monthly Gym Membership Billing: Visa ending in *7575 Billed Items: $39.99 Gym Membership Fee $12.00 Error Charge
Billing Details: Method: Visa ****7575 Billed Items: 39.99 Gym Membership Fee 12.00 Error Charge Card was charged successfully.
REFUND POLICY:
Refunds may be issued for billing errors, duplicate charges, or service disruptions. All refund requests must be verified through their Customer ID.
Note: Some customers were recently charged an error fee by mistake. These cases qualify for a full refund of the fee upon correct verification of customer.
Refunds are processed within 5-7 business days once approved. Use your discretion to ensure fair and consistent resolutions