3 - Service Encounter

03 Service Encounter

Listen to a conversation between a student and a university employee.

Appointment to speak with a financial aid counselor highlighting him Frank. Once you take a seat and we can talk some well the reason I’m here is because I’m having trouble paying for school.

While I don’t necessarily have a problem with my financial aid package. As far as I can tell it’s pretty fair.

According to the information I sent. It’s mostly just that some new expenses, content, and I have no I’m going to pay for them. Okay well you’re right, at least in terms of what we’ve got on file about your situation.

Do you mind if I ask what expenses you’re having to deal with now it’s just one thing? Actually, that it seemed my laptop got stolen.

I know I can use the library computers. I’m sure you understand when inconvenience status, especially since the line Frank close that McKnight, although I would love for it to be the case, I’m really done by midnight it doesn’t work that way for computer science majors.

Of course, there’s a reason why the University encourages all students to have a personal computer.

The libraries are there for convenience, but with everything running off the campus server.

Now it’s pretty unfeasible to asked students to perform without a computer of their own good part is that there is actually a program, we have to help students by a computer. The first thing I want to ask you is how you bought your old laptop.

All my older sister gave it to me when she graduated from college. It was like seven years on good, because the program only applies for the purchase of one computer.

Okay, so I called. Can you tell me my well basically it’s a loan, but you don’t have to start paying it back until you graduate?

Also, University has a partnership with Babbage computers so our students get a really good discount on some really exactly what I need. So how do I sign up for this.

The first step is to order the computer you go to the company’s website is www.babbage.com you pick up the computer you want and when it asked you to pay you enter the school name that’s going to give you the discounted price.

Since you need the loan to pay for it.

You have to print out the page that has the price and submit it along with a completed computer purchase program form here at the office of financial aid. Sounds kind of complicated, detailed instruction sheet or something.

I just don’t want to forget any stamps I need to get a replacement as soon as possible.

Of course, all the information is in this packet along with the computer purchase program form you think such a great help.

13) What problem does the student have?

14) What is the student’s attitude toward her financial aid package?

15) Listen again to part of the conversation. Then answer the question.

okay well you’re right, at least in terms of what we’ve got on file about your situation. Do you mind if I ask what expenses you’re having to deal with now it’s just one thing?

Actually, that it’s huge. My laptop got stolen. I know I can use the library computers. I’m sure you understand when inconvenience status, especially since the line Frank close that McKnight why does the man say this.

Do you mind if I ask what expenses you’re having to deal with now?

16) How can the computer purchase program help the student?

17) What can be inferred about the student’s last computer?