Case Study 1: Customer

Service
Group E
Amanda Myers, Jessica Mills, Nicole Milne, Samantha Luk, Kayla
McGough and Hope Leroux
Scenario 1
▪ Your supervisor is in an important meeting and has
asked not to be disturbed, you receive a call regarding
an urgent matter that requires their immediate attention
– what do you do?

READ BY NICOLE
Scenario 1 - Strategy
▪ Ask questions and probe the caller for as much information
regarding the urgent matter as possible.
▪ This will help you distinguish how ‘urgent’ the matter is
▪ Based on the information you were able to gather, use your professional
judgement to determine if the matter is worth interrupting the meeting or can
be addressed afterwards.
▪ Keep in mind that the word ‘urgent’ means something different based on the
environment/workplace

READ BY AMANDA
Scenario 2
▪ A staff member comes to you (you have no direct
contact with them as they are in a different department),
they are demanding to know information about a family
member that is a client of your department. They are
also demanding that you provide supports that you
know the person is ineligible for based on corporate or
ministry policies, what do you do?

READ BY NICOLE
Scenario 2 - Strategy
▪ Let them know that you aren’t authorized to discuss information
regarding this family member
▪ Permission is required from your client
▪ Inform them that inquiries need to go through all proper channels and that you
will discuss all the options and relevant information with your client directly
▪ You appreciate their concern, but you are unable to further discuss this matter
with them

READ BY SAMANTHA
Scenario 3
▪ A parent calls desperately worried about their
son/daughter who is 20 years of age, they plead with
you to provide them with some insight on how they are
doing, are they being successful, are they attending
regularly (this could be treatment, this could be an
academic or employment program). What do you do?

READ BY KAYLA
Scenario 3 - Strategy
▪ This is a matter of privacy
▪ Apologize and explain to the parent that you are unable to disclose such
information and that they would need to discuss it with their son/daughter
▪ You could also advise the parent that if they are able to provide you the
appropriate documentation to release the information you would be happy to
do so
▪ Based on the business’ policies, without verbal or written authorization from
the client you are unable to discuss their private details with anyone other than
themselves

READ BY HOPE
Scenario 4
▪ You have two clients who have walked in and are
waiting for service, your phone is ringing, and a staff
member has walked in to tell you that a client is having
a seizure in the hallway; you are the Emergency First
Aid/CPR/Defib trained staff for the department – what
do you do?

READ BY KAYLA
Scenario 4 - Strategy
▪ The emergency comes first
▪ The client having a seizure should be attended to, and once emergency services arrive
to take over from you, you can then return to the office
▪ Address the clients waiting second
▪ Inform them that there was a medical emergency, apologize for the wait and then
attend to them and their needs
▪ Return the phone call last
▪ More than likely a message was left, and you can take the time to reply to them now
that the other situations are dealt with

READ BY JESSICA
Conclusion
- Don’t be afraid to take initiative and use critical thinking when dealing with an urgent phone call.

- Regardless if a client is a family member or not, business should always go through the proper
channels to avoid a conflict of interest.

- At the end of the day, you as the customer service agent are there to protect your client’s privacy.
Just because someone’s mother calls, you do NOT have to divulge your client’s information to
them.

- Medical emergencies should always be attended to immediately & be of first priority.