Practice # 4: Customer comes into the office wanting a job referral but is not dressed appropriately. - How to say “NO”
A repeat customer, Lisa, walks in for job search; however, she is dressed in a tank top, pajama pants and slippers. She does not have an updated resume with her. Lisa wants a referral.
We need someone to play the following parts
Customer (Lisa)
Greeter (Grace)
EC (David Williams)
Practice # 4 – How to say “no” when the reason is not lack of skills or qualifications
Grace: Hello, how may I help you today?
Lisa: I would like to speak to an Employment Counselor for some job referrals.
Grace: Sure, let me introduce you to David Williams. He is an Employment
Counselor.
(Greeter introduces staff to the customer and they begin to walk to the EC’s desk area)
EC: Hello, how are you today?
Lisa: I am okay, just looking for a job.
EC: You’re in the right place. Is it still raining outside?
Yes, it’s still raining and cold! I can’t wait for a nice sunny day!
Lisa:
EC:
I can’t wait too…with this kind of weather it’s really hard to wake up in the morning. So how can I help you today?
Lisa: Well I was in the area, and I thought I would stop in for some job leads today. I really need a job!
EC: What type of job are you looking for and what kind of experience do you have?
Lisa: I am looking for an office job. At my last job I was a cashier at
McDonald’s.
EC: Have you ever worked in an office?

EC:
EC:
Lisa:
EC:
Lisa:
EC:
Lisa:
EC:
No, not exactly, but I really don’t want to work in fast food anymore. I want to work in an office. I know how to type & file and I’ve used a computer.
Oh, that’s great! Have you used those skills on any of your jobs?
The reason I’m asking is because we can use that as work experience on your resume. Do you have a resume?
Yes, I have a resume. I worked for six months at the Fiesta Courtesy
Booth and did more than cashier work. I did a lot of clerical work as well as working with the customers. We filed daily transaction logs on a computer, answered the phones and I processed utility payments.
Oh! That’s some good experience. Now let’s take a look at your
WorkInTexas.com profile. I want to be sure it shows the clerical experience so you’ll match with those jobs.
(EC is checking the WIT profile and updating Lisa’s information.
She gets thorough information on Lisa’s skills and interests)
I see here that your profile was only matching you for fast food positions, so I have updated it and added your clerical experience. Now, you will start to receive some clerical positions that match your experience at
Fiesta.
(EC continues…)
I realize that you were just in the area and stopped by to check on job referrals, but I’d like to offer you some advice. When coming into
Workforce Solutions, it is always a good idea to be prepared for an interview. Employers are often in the office interviewing. Having an up to date resume will help you to be ready for an interview but more importantly, you must be properly dressed for an interview. A new company, Save-A-Lot, is interviewing in the office today. They have jobs in the main office, as well as in the stores, that I think would fit your experience. I think you would be interested in talking to them but with slippers and a tank top, I cannot ask them to see you.
I would like to talk to them. I was just intending to stop for a minute to talk to you as I passed by the office.
I understand that, but you should always be prepared when coming to
Workforce Solutions, you never know if a job opportunity is waiting for you.

EC:
Lisa:
EC:
EC:
Lisa:
EC:
Lisa:
Not only can I not schedule you to see Save-A-Lot today but when we prescreen for other employers asking for clerical candidates we are unlikely to think of you as a good candidate when we see you dressed as you are today.
Do you have appropriate clothes for an interview? If you need a business suit, I can refer you to “Dress for Success”. They can help you with the right clothes.
No, thanks. I have a business suit. As I mentioned, I was just in the area so I thought I should stop by to check my e-mail and get some job leads.
But, you are right! I should have come in dressed better. I never thought of it that way. You are the first person here who ever told me this.
Did you also know that we offer “Interviewing” workshops? The workshops are very informative and can help you practice for an interview. The workshop usually lasts about an hour. I think you would really enjoy it. They can also help you polish your resume to be more appealing to companies looking for clerical workers.
I have always known about your workshops but I have never attended any of them. That is a good idea. I will pick up a calendar on my way out.
And I promise, the next time you see me, I will be dressed and ready for an interview. I really appreciate your honesty with me.
No problem, anytime. Can I help you with anything else?
No. You really have helped me already with your advice. That must explain why I have not received any calls about clerical work. (She chuckles)
I hope you come back to see me. My name is David Williams. Please come by whenever you are in the office.

Discussion Questions:
1. How did the Employment Counselor make sure he provided the best customer service possible?
i.
He was honest with the customer about how her dress negatively affected
Workforce Solutions willingness to refer her to employers. He explained what she could expect of us and what we expected of her. ii.
He updated her WIT.com profile to match with the type of job she wants.
She can now continue to work on her own with better success. iii.
The Employment Counselor offered, “Dress for Success” Just in case the customer needs interview attire. iv.
The Employment counselor offered “Interviewing Techniques” workshop.
2. How did the customer respond to the Employment Counselor’s advice?
i.
The customer appreciated the Employment counselor’s suggestions and advice. ii.
The customer had a better understanding of Workforce Solutions and the services.
Discussion Points:
1.
How do we say “no” and continue to be respectful of our customer’s ability to make her own decisions?
2.
How did the EC telling the customer what we expected of her help the customer?
3.
Look at the Interviewing Desk Aid. Which of the suggested items on the desk aid did the EC follow?