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Yes, I will still take it. No matter how frustrating the message of a call back can be, it is
still important because the caller took the time to communicate with me. After talking
with the caller, I can also move on from negative emotions provoked by the call and
start working on what my consequent action should be.

3. Have you had an experience when you failed to call back?

Sample answer:
While I was at a meeting, my wife called and told my secretary to tell me to call back.
However, my wife and I were meeting for lunch, so I assumed that she could just say
what she had to say then. When I got to the place, she wasn’t there so I sent her a SMS
message. It turns out that she had a sudden luncheon meeting, so she can’t meet me
after all; this was what she wanted to say when she called.

1. You are a telephone operator of the Volunteers of America. There is a hurri-
cane watch in Fayetteville, Arkansas. One of the goals of this disaster group
is to provide aid to the victims of calamities. You were doing callbacks to the
local centers to make sure that everyone had received the help they need-
ed.

Sample answer:
Good morning, my name is Becca. I’m from the Volunteers of America. We are helping
in the hurricane watch. I would like to check if everyone safely reached the rehabilita-
tion center. Have the food and medical supplies been distributed yet? Have the medi-
cal booths also been set up? We’re happy to hear that there were no major difficulties
or complications. We’ll keep you posted and informed. It might take two to three days
before the hurricane subsides. In the meantime, please wait for more of our volun-
teers to come. Thanks for your cooperation.

2. You are an executive assistant to the President of a mining corporation and
your boss is currently on a business trip. He’s heard that there is a hurricane
and has called several times. You receive a voice mail asking for updates on
the effects of the hurricane on mining operations.

Sample answer:
Hello, good morning Sir. I have received your request for a call back. You don’t have
to worry about the company. Everything is under control. We were able to prepare
for the hurricane. We’ve apologized to our clients for delivery delays and they fully un-
derstood our situation. We had to suspend operations to take care of our staff and to
prevent any untoward incidents. I believe you’ll also come up with the same decision.
We are confident that we’ll be able to overcome this situation.

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