PRACTICE # 3: CUSTOMER REQUESTS A REFERRAL – AND IS NOT QUALIFIED
FOR THE JOB
Ralph Jones received a job posting from a friend he ran across who was also job searching.
Ralph is familiar with WorkInTexas.com that he browses at home. The job posting he browsed
at home did not match his profile, but Ralph wants the referral anyway. Ralph walks into The
WorkSource for assistance. The Greeter greets Ralph immediately as he walks into the office.
We need someone to play the following parts:
Greeter
Employment Counselor (EC)
Ralph Jones (RJ)
Practice # : How to say No
Greeter to RJ: Hi, welcome to The WorkSource! How may we help you today?
RJ: I would like to speak to an employment counselor about applying to GE!
Greeter: OK. Why don’t you follow me and I’ll take you to the next available employment
counselor.
The Greeter escorts Ralph Jones to the next available employment counselor Ernest Cochran,
and introduces them.
Greeter: Ernest, this is Mr. Ralph Jones. He is interested in applying for a job at GE and needs
your assistance.
EC: Hi Mr. Jones. My name is Ernest Cochran and I’ll be assisting you with your request today.
(EC shakes RJ’s hand). Have a seat and let’s get started.
RJ: I want to get on at GE, I hear they’re hiring over there.
EC: Yes they do have some jobs in our system.
RJ: Yea I know. I tried to pull the info off your Website (WIT). But I couldn’t get anything. So
anyway it says I need to contact you for a referral.
EC: Before we get started I will need some information from you.
RJ: Ok shoot.
EC: How did you hear about this job?
RJ: A friend of mine just got on with them, and he told me to check the website to refer myself,
but it keeps saying to contact ya’ll. Anyway I need you to hurry; I want to apply today for this
position. They’re making some good money over there. I need some of that money!
EC: I can understand that, we all could use some extra money!! But first tell me a little about
your work history. What work have you done?
RJ: Well I’ve done a little bit of everything; I’ve done electrical work for the past five years and
some carpentry work off and on for most of my life since I was knee high.
EC: Are you a Licensed Electrician?
RJ: No but I’m Licensed as an Apprentice.
EC: Let me look at the job you’re asking about.
EC looks at the job in WIT.com
EC: Ralph this job requires that you have a Journeymen’s license with at least five years
supervisory experience.
RJ: Ok ok, but I feel like they will consider me if they meet me in person. I can feel it; I think I
could get it!!
EC: I’m sorry I can’t refer you on this opening. GE is looking for someone with a
journeyman’s license. Sometimes they have openings for electricians with an apprentice license.
I can make a note to call you when I see a GE opening for an apprentice. Do you want me to do
that?
RJ: I really want you to give me a card to go see them now.
EC: GE has told us that they only want to see people with the journeyman’s license right now
so I can’t give you the referral. If you have 5 years electrical experience, I think we are likely to
have other jobs that you qualify for. Do you want me to look?
RJ: Yea but I already looked and I didn’t find anything.
EC: Let’s look at your application. Sometimes I can add skills or experience that you didn’t
enter and we get a better match.
EC reviews customer profile to make sure all skills are listed and accurately data entered.
EC: Your profile doesn’t show your license. I’ll add that. What kind of electrical work have
you done?
RJ: Mostly commercial but I’ve done a little industrial and some residential with my brother-inlaw. He’s an electrical contractor.
EC: Do you have tools?
RJ: Yea.
EC: I’ve added the license to your computer profile. Tell me how much total experience do you
have and then how much commercial, industrial and residential.
RJ: I’d say 5 years total. I did commercial work for AAA contractor for almost 4 years. I did
residential during that same time as an extra job - maybe 2 years altogether - with my brother-inlaw and I worked one turn around for three months.
EC: Did you do electrical work on the turn around.
RJ: I was a helper.
EC: Okay I think I have everything in the computer now let’s see if your application matches on
jobs that interest you.
Two come up. One is with a company that just listed yesterday. They want the Apprentice
license and two years experience. It’s a commercial contractor doing work on a new office
building in the Galleria. It pays just $5.00 an hour less than the GE job.
RJ: That sounds good - what about the other one?
EC: It pays less and it’s been listed for almost three months. It’s down around the ship channel
in an industrial shop.
RJ: Do you think it’s worth going?
EC: I’d check the new listing first. If they’re anxious to hire it won’t last too long. The other
one’s been here for a while.
RJ: Okay - What’s the company?
‘
EC: It’s SSS company. They want you to apply in person. It says here that you must have tools,
an apprentice license and at least 2 years commercial experience.
RJ: I’ll go now.
EC: Okay. Do you still want me to make a note to call you if GE puts in an order for someone
with an apprentice license?
RJ: Oh yes. I really want to work there.
EC: I think your application will match with the apprentice jobs that GE lists but let me show
you how to browse through the jobs at home to watch for GE – or other jobs. Do you have a
computer at home?
RJ: Yea.
EC shows RJ how to browse and hands him the information on the job in the Galleria.
EC: I’d appreciate it if you would let me know what happens on this interview. You have good
experience. If that job doesn’t work I know we’ll have other jobs for you. I’ll call the company
near the ship channel for you if you decide you want to talk to them after checking on this one.
EC give RJ his business card
RJ: Thanks I’ll call you. You are going to let me know if you can send me to GE?
EC: Yea but you should keep looking too. It’s a popular place to work and the referrals go
quickly. If you see it before I call you, call me right away.
RJ: I will and I’ll let you know tomorrow or later today what happens on this one.
EC: Good luck!
As RJ leaves the office, he is approached by the Greeter
Greeter: Did you get everything that you needed?
Ralph: Well not everything but I’ll be back..
Greeter: Great! Thank you for choosing The WorkSource, and have a nice day!
Discussion Questions:
1. What did the Employment Counselor do to ensure the customer was satisfied with the services even after
he did not receive the job referral to GE?
i. The Employment Counselor offered to contact the customer when a position at GE became available
that matched the customer’s experience and skill set.
ii. The Employment Counselor was enthusiastic about the customer’s experience and skills and
optimistic at the possibility of finding other suitable positions in WIT.
2. What did the Employment Counselor do to ensure the best job match in WIT for the customer?
i. The Employment Counselor asked in-depth questions about the customer’s work history and skills.
ii. The Employment Counselor reviewed the customer’s profile and added the Journeyman License and
other skills that would help the customer match with the right jobs
iii. The Employment Counselor was sufficiently knowledgeable about the customer’s field to ask pointed
questions and glean more information.
3. What steps did the Employment Counselor take to meet and/or exceed the customer’s expectations?
i. The Employment Counselor presented the customer with several job leads for the customer to chose
based on his specific requests and qualifications.
ii. The Employment Counselor offered to call the employer for the customer
iii. The Employment Counselor gave good advice about which job was likely to hire quickly
iv. The Employment Counselor offered to contact customer once a job at GE matching his qualifications
becomes available.
v. The Employment Counselor teaches the customer how to browse WIT from home.
Discussion Points:
1. Look at each item on the Interviewing Desk Aid. Does this example follow the
suggestions on the desk aid?
2. We are not always able to tell customers ‘yes’ to their specific requests. However, as
demonstrated above, we can still have a positive outcome with the customer. Discuss
techniques for telling a customer ‘no’ but still providing the customer a positive
experience at The WorkSource.
3. The WorkSource’s product is an intangible service. Describe how the customer obtains
visible and/or tangible cues that The WorkSource services are high quality and customerorientated.
4. How can we influence customers experience at The WorkSource so that they are not just
satisfied but delighted with their experience?