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Customer Service.swf

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Flash #27162

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You will rely on logic and your knowledge
of human nature in order to
successfully negotiate yourself out of a difficult spot.


You will rely on logic and your knowledge
of human nature in order to
successfully negotiate yourself out of a difficult spot.

The Negotiator
An Interactive, dramatic series.

Continue

Continue

Preview The Vagabond

For optimal viewing you need a 200mhz
processor or better and the flash 4 plug -in.

Please make sure your sound is
turned on. If you don't have sound
on your computer, turn on the subtitle
button on the
lower right hand corner after the
drama begins.

In each episode of
you will enounter a difficult person with whom you will
have to negotiate.
Your challenge will be to navigate the minefield
of this person's psyche and emerge a winner.

The

The

Negotiator

Negotiator

How quickly can you resolve this conflict?
Try to make the choices that you would normally make in
this situation and then
observe yourself as you play. Is your gut reaction to
avoid conflict?
If you are confronted, do you ignore the aggressor and try
to escape? Do you put on a strong offense or
do you engage the person in conversation?
What is the winning strategy?

The Negotiator is loading into your computer.  A "Continue" button will
appear when enough data is loaded to proceed. It may take up to 30 seconds

An interactive dramatic series of logic and intuition

Can you prevail?

Episode 2
Customer Service
Written & Directed by Michael Gibson
Executive Producer: Allan J. Stitt
Featuring the voice talents of Lisa Brown & Michael Gibson
(c)2000 Zapdramatic Inc. All rights reserved

Visit ZapDramatic.com

Continue

Continue

You recently bought a
deluxe iron and paid
twice what you expected
to pay.
You've never ironed in
your life before so you
thought buying the top

of the line would be a wise investment. The iron sat
around your home for two weeks before you got
around to trying it out.

When you finally did get around
to using it for the first time...

It smoked terribly and
left a horrible brown
stain on your favorite
white shirt. Suddenly a
band of panic and
anger constricted
about your chest.

If there's one thing that bugs you more than ruining
your favorite white shirt, it's being duped by marketing
minions.

You played with your neighbor's naughty kitty for
a bit and then decided to return the iron.
You don't need to pay top dollar to discover that
you are domestically challenged. A five dollar
iron could have ruined your shirt  just as well.

The store proudly guarantees your
satisfaction and you're obviously not
satisfied: You can't use the iron and your shirt
is ruined.
So...

The Negotiator is loading into your computer. A continue button will
appear when enough data is loaded to proceed. (Approx 95 seconds
with 28k modem)

You have come back to the store with your
receipt. At the very least you hope to get a new
iron or your money back.
You wait in line behind a man trying to return a
toaster. Your challenge will be to negotiate with
the Customer Service Clerk.
Good luck.

Play with kitty some more

What do you do?

Bite your tongue and wait your turn.

Speak up on behalf of the customer saying that it's
obvious he bought the toaster here and she should
give his money back.

Speak up on behalf of the Clerk saying that she is
only doing her job and he should go home and look
for his receipt and his manners.

Back

Smile and explain how the iron wrecked your shirt. You
ask for a new iron and cash compensation for your shirt.

Express admiration for her ability to keep her serenity in
the face of such piggy abuse. Then explain your problem
and expectation for compensation.

Express your sympathy for the poor man and launch
into a rant about the shoddy products this store sells.
Insist you won't leave without satisfaction.

You point out she hasn't
helped you with anything.
When that doesn't wipe the
smile from her face, you
look at the iron again.

While it's possible that
someone or some thing
could have spilled coffee
on it while it was in your
possession, it is also
possible that the coffee
was spilled by someone
at the store.

The fact that the clerk simply assumes that it's your fault
is irritating, to say the least.

You acknowledge it's more likely that the coffee was
spilled by you. You  thank her and apologize for taking
up her time.

You swear you never spilled coffee on it. You don't even
drink coffee. You demand that she take it back and
compensate you for your shirt.

You explain that the cord is too short. It snapped tight
while you were ironing and made you spill your coffee all
over your shirt and iron.

You confess that a cat knocked coffee on it and ask how
she'd feel if, through no fault of her own, her brand new
iron destroyed her best shirt.

Say: "Yes, obviously some idiot in the stockroom spilled
coffee on it."

Say you don't wish to argue. Your brother is a top litigation
lawyer and if you don't get satisfaction right now; you're
going to sue and it won't be pretty.

Ask how she would feel if she spent a ton of money to
buy the top of the line iron and the first time she used it
it destroyed her favorite shirt.

Say: you could have been burned. Your brother is a top
litigation lawyer and if you don't get satisfaction right
now; you'll sue.

Ask how she would feel if she spent a ton of money to buy
the top of the line iron and the first time she used it it
destroyed her favorite shirt.

Reason with her that right now you are not a happy
customer. Tell her a happy customer is a returning
customer who provides her with job security.

Reason with her that right now you are not a happy
customer. Tell her a happy customer is a returning
customer who provides her with job security.

Ask where she gets her shirts pressed.

Congratulate her on her brilliant idea. Tell her to refund
your cash for the iron and you will run right over to the
dry cleaners.

Tell her you've got a black belt in karate and if she
doesn't give you your money; you'll break her fingers.

Reason with her that right now you are not a happy
customer. Tell her a happy customer is a returning
customer who provides her with job security.

Demand that you speak with her supervisor.

Demand that you speak with her supervisor.

Take exception to being called a "belly-aching customer".
Ask if she has any discretion with respect to the
application of the returns policy.

Ask her to join with you to brainstorm a more customer-
friendly returns policy.

Tell her she obviously has a vandal in the stock room
who used a straw to inject coffee into the box, thus
damaging the iron and not the box.

Demand that you speak with her supervisor.

Say you obviously can't iron your clothes with this
equipment and ask who does her ironing.

Ask if she has any discretion with respect to the
application of the returns policy.

Congratulate her and suggest since she's so good at it
she might be willing to iron yours as well.

Ask , since your iron is ruined, whether she'd be kind
enough to iron your clothes as well for a reasonable fee,
of course.

Lose control and throw the iron at her in a rage.

You get out of line and wait for the supervisor.

Tell her you are shocked at how she is treating you. Inform
her that you are a shareholder in this company and will
mention this incident to the directors.

Tell her you've got a black belt in karate and if she
doesn't give you your money; you'll break her fingers.

Ask her to join with you to brainstorm a more customer-
friendly returns policy.

Inform her that you are a shareholder in this company
and will mention this incident to the directors.

Ask to speak with her supervisor.

Inform her that you are a shareholder in this company
and will mention this incident to the directors.

Ask to speak with her supervisor.

Suggest if she's not prepared to take it back, the least
she could do is clean it.

Say you'd like to speak with somebody who can help
you.

Say that your mother is too unreliable and you can't afford
another iron. So, in fact, you are standing in front of the
only person who can help you.

Say it was a freak accident that spilled the coffee. It
could happen to anyone and you spend thousands of
dollars at this store every year.

Assure her that you will not move until you get
satisfaction.

Assure her that you will not move until you get
satisfaction.

You  get out of line and wait for the supervisor.

Return Policy
No return without receipt
No return after 30 days
Exchange only after 30 days

LOLA

Customer Service

Customer Service

MAN IN LINE:  Read my lips, love. I don't have a receipt

SKIP

SKIP

MAN IN LINE:  You have  a stack of toasters identical to this one.

LOLA : Sir, read the sign. No returns without a receipt.

MAN: C'mon, love. Give me my refund.

LOLA: I'm not your "love" , ok?

LOLA: If you don't have a receipt, we've got nothing to talk about.

LOLA: Next!

MAN: Listen to me, you jam-faced little tart.

MAN: Give me my refund or I'll become your worst nightmare.

LOLA:  Security to Customer Service. Code #1

MAN: Here, keep your shoddy piece of junk!

MAN:  You've just lost a customer.

LOLA:   Cancel that, Security. You're too slow.

LOLA:   Yeah, but when I call a code #1 you got  to move, ok?

LOLA: I bet you that that poor guy just had a fight with his wife.

LOLA: So, you know what he does? He comes down here and
tries to return a three year old toaster.

LOLA: I guess I'm just doing my bit for world peace, you know?

LOLA: How can I help, you?

MAN: Thanks, but you're just wasting your breath with this smarmy-
mouthed peon. I've got better things to do. Good luck.

LOLA: Shhh! If you act like a pig, I'm going to have to treat you like a pig.

Now what's going on with this iron?

This job is is really helping me. I used to have a bad temper.

But I haven't pitched hot soup in anybody's face in over a year.

Now, what's going on with this iron?

I smell coffee, don't you?

Look, you've spilled coffee all over this iron.

No wonder it's smoking and no wonder your shirt is all brown.

I'm sorry. We can't take this back.

Is there anything else I can help you with?

We applaud you for your
honesty and sense of fair
play. We're only curious
to know why you would
even think to try to return
an iron after you'd spilled
coffee on it. Hello?
Anybody home?

Learn more  about
negotiation.

Play again

Play other episodes

Get a Web drama for
your site.

The Supervisor turned
out to be a promoted
returns clerk. If you were
unable to negotiate
successfully with Lola,
you'll have even less
luck with the Supervisor.
You Lose.

Get a Web drama for
your site

VAGABOND: "Geez, you're in worse shape than I am."

VAGABOND: "It's probably because you're so self-centred."

Do you want a hint?

YES

YES

NO

NO

Look at this iron! It's covered with coffee.

Are you trying to tell me it looked this way when you pulled it out of the
box?

The cord is standard length. There's nothing wrong with the cord.

I'm sorry but our policy is not to accept a return that has been used or
damaged.

I'd feel pretty stupid.

But I'm smart enough that if I'm that clumsy; I should forget about ironing
and send my clothes out to get pressed.

If your brother is clerver enough to be a lawyer;

... he's probably clever enough to know you haven't got a chance of
winning any lawsuit against us.

Next.

Please don't patronize me.

If I were to try to make every belly-aching customer happy with a refund
we'd go bankrupt and I'd lose my job.

Next!

The box would've had to be emersed in coffee to get this much damage.

and if that were the case; I doubt very much you'd be able to pick up the
soggy thing let alone take it home.

I'm sorry but our policy is not to accept a return that has been used or
damaged. Ok?

Well, that's a very imaginative bit of speculation.

Unfortunately, the gentlemen in our stock room are incapable of
committing that kind of stunt.

I am bound by a policy which clearly states that I'm not able to accept a
return that's been used or damaged.

I do my own ironing

I'm sorry, my supervisor's at lunch.

He'll be back in an hour if you'd like to wait over there..

No, I'm sorry I don't. The Policy is very clear and my job is to enforce it.
Ok?

Join with you to brainstorm?

What the heck is that?

You sound like a guidance counsellor or something.

I get $8/hour  ok? and that's not enough to join you to brainstorm about
anything.

Next.

Look, I'm sorry. I don't think I can help you. Why don't you ask your
mother?

Hello?

What century are you from? I'm a clerk not a slave. The world does not
revolve around your problems, ok?

Now would you please step aside so I can help the next person in line.

I'm sorry, I can't spend any more time with you. I've got to take the next
person in line.

Wow, you  really are a piece of work.

Well alright, I'm going to give you your money back.

But please don't buy another iron, ok?

Use the cash to get your shirts done at Skippy's dry cleaners.

Congratulations!
You got the best deal possible.
The reason you were successful is that you didn't
threaten her, you didn't try to go over her head and you
didn't become rationally competitive. You spoke to her a
a colleague with a sense of humor and made her
understand and empathize with your predicament.
Ultimately, you empowered her to make the most
advantageous decision on your behalf. Well done!

Learn more about
Negotiation

Play other episodes

Play Again

Get a web
drama for your
site

You've just threatened me with physical harm. That's a criminal
offense.

Security to Customer Service, code #1

Too bad.
You Lose.

Learn more about
Negotiation

Play other episodes

Get a web
drama for your
site.

VAGABOND: "Hey, I recognize you."

VAGABOND: "You obviously haven't learned anything, huh!"

VAGABOND: "Hello again. Third time lucky, huh?"

VAGABOND: "If you mess up again, I'll give you a hint."

VAGABOND: "Ask her about herself. That'll get you there."

LOLA: If you don't have a receipt, we have nothing to talk about.

MAN: Give me my bloody refund or I'll become your worst nightmare.

VAGABOND: "Geez, you're really pathetic. Alright here's your last hint"

VAGABOND: "Look for a solution that might be a benefit to her."

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Instance Names

"help"Frame 209Symbol 67 MovieClip

Special Tags

Protect (24)Timeline Frame 10 bytes ""

Labels

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"NOHINT"Frame 4409
"edit3"Frame 4422
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Created: 21/5 -2019 21:12:49 Last modified: 21/5 -2019 21:12:49 Server time: 14/05 -2024 12:00:37