Task 3 Model Answer Outline
1. Given the abrasive nature of the customer’s opening on the phone, remain calm,
maintain professionalism
a. Confirm the name of the customer which can help disarm the situation a bit rather
than getting swept up into the emotion of the call
2. Acknowledge the specific issue as described by the customer, that they don’t want to
use biometric information for log-in
3. State your intention for the call: to solve the problem for the customer
a. Also, call out the severity of the issue, and express your wish to solve the
problem to avoid the potential of losing this customer
4. Empathize with customer’s concern a. If possible, identify/relate to the issue on to a
personal level to further empathize with the customer
5. Ask clarifying questions if need be and ensure that you understand the problem at a
deep level
a. Re-acknowledge/empathize with the customer and declare your wish to solve it
for them
6. Use the information you have in your system, (e.g. in this case that the customer logged
in yesterday) to understand if anything led to this drastic conversation today and/or
changed recently and determine the best available solution
7. State very specifically how you plan to solve the problem and ensure the customer is
bought into this plan–as a representative you are empowered to find solutions for our
clients within our company policy
8. Thank the customer for their time and re-state the action steps from the call before
signing off
Task 3 Model Answer Transcript
“Hello, this is *your name* from Bloomberg Customer Support, how may I help you?”
<pause for customer response>
“Well Michael, I appreciate you calling in. It sounds like you are having an issue with your
B-Unit this morning. I’m going to help you to get logged in as quickly as possible. To do so, I
was hoping to ask you a couple of questions to help me understand what the exact issue is. Are
you having an issue with the fingerprint itself or the sync portion?”
<pause for customer response>
“I understand that it can be frustrating if your fingerprint is not verified. I am seeing in your
records here that you did log in successfully yesterday. Michael, may I ask - was there a recent
change that may have caused your fingerprint to not work, or has this been an issue for a
while?”
“Okay, now that we know that this has been an ongoing issue and you have tried to troubleshoot
it in the past, here are a few options I have for you to solve the issue. Just so you know, the
biometric login is in place for your security, it’s there to protect the privacy and security of all of
our terminal accounts and therefore cannot be removed permanently.
We could try to re-enrol your fingerprint. But as this has not been successful in the past, I would
suggest instead sending you a new biometric device, that will hopefully improve your experience
when logging into the Bloomberg Terminal. The new device can be delivered within 48 hours.
And meanwhile, I will be able to grant you a temporary allowance, to log in without your B-Unit
until the new one is delivered. Does this sound like an acceptable plan to you?
<pause for customer response>
That is great. I’m setting up your temporary login allowance now. Again, the plan is that when
you receive the new B-Unit you will enroll your fingerprint on that device. Additionally, I can
email you a weblink to a user guide with enrollment tips and a reference number for the case
I’ve logged for you in case you need further support. Can I please take your address and email
details?
<pause for customer response>
“Thank you! I am submitting this now and you should receive the new device in 24-48 business
hours. In the meantime, your temporary allowance to log in without the device will stay active. Is
there anything else that I can assist with today?”
<pause for customer response>
“Thank you for contacting Bloomberg. Have a wonderful day!”