CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - RETENTION / SERVICE CANCELLATION

Situation: A customer is calling about her Internet Service. The Customer is very
upset because, Technical Support can't replace her modem. Her DSL Modem/Router is
already out of warranty. And, claims she can't afford modem and she'll just change
to a different Internet Service Provider.
Customer's Profile: Female, Age is 75 years old, and very irate.
Goal: Pacify the irate caller, and save the customer from cancelling her Internet
Service.

Agent: Thank you for choosing, Rocket Speed Internet. My name is TAYLOR. How can I
make you a Very Satisfied Customer today?!
Customer: I was speaking a while ago with Jerry, and he says that my modem is
malfunctioning. Unfortunately, I'm a retired teacher, and I can't really afford
paying for a new modem. So, I would rather just cancel my Internet Service, and try
my luck with a different Internet Service Provider!
Agent: Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you
out. Let me see what I could do for you, let's start first by verifying your
account number, is that OK with you?!
Customer: I already gave my number to the previous agent, but, here it is again,
for the nth time. 860-995-****, my name is Deborah Brown.
Agent: Thank you Ms. Brown, so, that is 860-995-****, is that correct?
Customer: Yes. And, if you will ask, that's also my call back number.
Agent: May I please verify the last four number of your Social Security Number?
Customer: It is ****.
Agent: Got it, thanks! I believe that you've been with Rocket Speed Internet for
quite a while now. And, honestly, we don't really wanna lose customers just because
of a bad modem. Here's how I can help you...
Customer: You see, If you check your records, I've been actually calling you almost
every other day for the past few weeks. You guys, just wasted my time, and I can't
believe that I'm still with you folks!
Agent: Deborah, I understand your situation, and I would feel the same way if I'm
in your situation. So, please, calm down. Let me tell you what I could do for you,
OK? Just give me a minute...
Customer: I'm so sorry, I'm not really taking it on you, and am not trying to be a
difficult customer. It's just that I've had so much stress, more than I can
actually imagine. But, please, go on.
Agent: OK, here's what I could offer you. Since, you've been with Rocket Speed
Internet for more than 5 years now. I'm gonna get you a free modem, with Wireless
capability, absolutely, free of charge! And, I'll place the order now, for an
overnight shipping. So, that means, you'll get the free modem by tomorrow.
Customer: Wow, that's actually great! Thank you so much!
Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from
your old package, instead of getting max of 3 Mbps, you should now get 6 Mbps of
speed. After 6 months, you could still have it for an additional 5$ a month, or, if
you are not satisfied, you could just simply downgrade your plan, back to the old
package.
Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll
be staying with you guys for a very long time, and I would be glad to recommend you
to all of my friends!
Agent: Well, I'm so glad to here it from you. Do you have a pen and paper, so you
can write down your order number?
Customer: Ok, I have it.
Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this
modem tomorrow. For the setup, if you can't follow the setup instructions on the
manual. We have our 24/7 Technical Support hotline who can help you setup your new
modem. So, would there be anything else that I could assist you with?
Customer: I'm speechless, Taylor, all I can say now is THANK YOU!
Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very
satisfied customer!
Customer: Yes, Taylor, you did, sweetie! Goodbye!
Agent: Thanks Ms. Brown, and Again, my name is TAYLOR, Thank you for choosing
Rocket Speed Internet! Enjoy the rest of your day!
Agent: Thanks again, Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - CREDIT CARD CUSTOMER CARE

Situation: A customer is calling in to report a stolen card.

Agent: Thank you for calling Bank of Wealth. My name is Sydney. How can I assist
you today?
Customer: I want to report a stolen card. I got drunk, and had lost my wallet last
night.
Agent: Oh, I'm so sorry to hear about that, don't worry, we're gonna make sure that
we freeze your account, so no one can use your Credit Card, ok?
Customer: Thanks, I hope no one have tried using it.
Agent: Don't worry, we are gonna be alerted right away by our System, if there are
any invalid pin attempts on your card. For security purposes, let me just verify
your account first, ok?
Customer: Sure, go ahead. What do you wanna ask?
Agent: I need to verify your First and Last Name?
Customer: My name is Park Jae-Sang, but, you can call me "PSY!"
Agent: Thanks, PSY! Wait, Is it just a coincidence that your name is just like the
one who created the world famous, "Oppa Gangnam Style"!?
Customer: I'm sorry, that wasn't me. But, since that song became very popular, my
friends are now calling me PSY.
Agent: You got me there! Well, I'm sorry, just had to ask that, since, I really
love dancing while I'm playing it every morning! But, going back on your card, let
me also ask you for your Mother's Maiden Name?
Customer: That's alright, Sydney! It is Wan.
Agent: How about the last four numbers of your Social Security Number?
Customer: It is ****.
Agent: Last, but not the least, may I please verify your complete Billing Address?
Customer: I live in 67489, Rodeo Drive, Beverly Hills, CA, 90210.
Agent: Thank you so much for all of the information. I'm now processing the request
to freeze your account. Please, grab a pen and paper. Thank you!
Customer: I have it, go ahead!
Agent: As of September 26, 2013 at 5PM Pacific Time, your Credit Card Account is
now frozen. You'll get your Card Replacement within the next 3-5 Business Days,
Free of Charge. Your Confirmation Number is 787-909-SPNC
Customer: I got it, thanks a bunch, Sydney! You're such a big help!
Agent: You're very much welcome! Is there anything else that I could help you with?
Customer: I guess, that would be all for today. Thanks again! Bye!
Agent: You're welcome! And, again, my name is Sydney! Thank you for calling Bank of
Wealth! Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE

Situation: The caller heard some gun shots, and saw people running from his
neighbor's house.
Caller's Profile: Female, 20-25 years old, nervous.
Goal: Get all the important information from the caller. Keep the Caller on the
line while the authorities try to reach the location.
Agent: 117, what's your Emergency?
Caller: Oh my God.... I heard gun shots from my neighbor's house, and saw 3
Hispanic male running from their backdoor... *Screaming*
Agent: Ma'm, please, calm down, OK If you scream, I won't be able to understand
what you are saying, this is very important so we can alert the authorities right
away.
Caller: Ok.. ok... I'm sorry...
Agent: Thank you, you are doing a great job! You said, you heard multiple gunshots,
and 3 male running from your neighbor's house, is that right?
Caller: Yes, they are already gone in the dark. I saw 3 Hispanic male running down
the street.
Agent: Don't worry, I'm reporting it as we speak Ma'm, are you alone in your house?
Caller: Yes, that's why I'm shaking. I don't have a gun with me, even my dog is
terrified as well!
Agent: And, what is your Name and Street Address?
Caller: My name is Sharon Davis, we are at 9657 Caminito Chollas, Sandiego,
California.
Agent: Thank you, got it. Make sure that all doors are locked, and stay with me on
the phone, OK I already alerted the authorities, and they are now on their way!
Caller: Thank God...
Agent: At what time it happened?
Caller: It was just less than 5 minutes ago... Where are the police?
Agent: Ma'm, they are now on their way!
Caller: Wait, I'm hearing some sirens.
Agent: That must be the Police, don't open your doors yet, stay with me, OK?
Caller: Alright.. Oh my goodness, I'm still shaking!
Agent: OK, feel free to grab a glass of water, I'll wait right here.
Agent: Ma'm, are you still there?
Caller: Yep, sorry I was just drinking.
Agent: Ma'm, the Sheriff's Dept have just returned my call, and they said that it
was just some kids who are doing some prank on their friend. The noise you heard
are just firecrackers. So, there's really nothing to worry now.
Caller: I almost had a heart attack, stupid kids!
Agent: Well, at least, no one got hurt. I hope you stay safe, OK?! Is there
anything else?
Caller: I think that would be all, thanks for your help operator.
Agent: No problem, bye!