Call Center Mock Calls Script

CALL CENTER MOCK CALLS SCRIPT - 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 he can't afford a
modem and he'll just change to a different Internet Service Provider.
Customer's Profile: Male, 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. This is Krizzy. 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 to pay 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 Sir. 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 and account name. Would that be okay?
Customer: I already gave my number to the previous agent, but here it is

again, for the nth time. 860-995-753211182, my name is Jake Jefferson
Valencia.
Agent: Thank you for that Jake. Just to make sure let me spell your name
again, that is Juliet alpha kilo echo for Jake, Juliet echo foxtrot foxtrot
echo Romeo sierra Oscar November for Jefferson, Victory, alpha,
lima, echo, November, Charlie, India alpha for Valencia and your
account number is 860-995-753211182. Are all of these correct?
Customer: Yes. And, if you will ask, that's also my callback number.
Agent: May I please verify the last four numbers of your Social Security
Number?
Customer: It is 5555.
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 want to lose customers
just because of a bad modem. Here's how I can help you…..
Agent: Upon checking our system, it was reported that your modem is
malfunctioning, and based on reports, you have done the SOP to check if
the modem is working or not.
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: Jake, I understand your situation, and I would feel the same way if I
were in your situation. So, please, calm down, and stop yelling at me. 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: Okay, here's what I could offer you, since you've been with Rocket
Speed Internet for more than 5 years now. I'm going to get you a free
modem, with Wireless capability, absolutely, free of charge! And, I'll place
the order now, for 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 a 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 hear 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 FX 893-7873.

You'll get this modem by tomorrow, not later than 5 p.m. For the setup, if
you can't follow the setup instructions in the manual. We have our 24/7
Technical Support hotline that can help you set up your new modem. So,
would there be anything else that I could assist you with?
Customer: I'm speechless, Krizelle/Jake, all I can say now is thank you!
Agent: You're very much welcome, Jake/Krizelle. Let me summarize

everything, we will sign you up for a FREE 6-month Trial Speed Upgrade to
get a maximum of 6 Mbps from the previous 3Mbps, we will also ship your
free modem with wireless capability with replacement order number FX893-
7873 so that you'll receive it by tomorrow not later than 5 p.m. For the
setup, we have our 24/7 Technical Support hotline that can help you set up
your new modem. Okay?
Customer: Yes Jake, you did darling! Goodbye!
Agent: Thanks Jake, and again, this is Krizzy. Thank you for choosing
Rocket Speed Internet! Enjoy the rest of your day!
Agent: Thanks again, Goodbye!

Call Center Mock Calls Script

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CALL CENTER MOCK CALLS SCRIPT - RETENTION / SERVICE

Situation: A customer is calling about her Internet Service. The Customer

Customer's Profile: Male, Age is 75 years old and very irate.

Customer: I already gave my number to the previous agent, but here it is

Customer: Wow, that's actually great! Thank you so much!

Agent: Your Free Modem Replacement Order Number is FX 893-7873.

Agent: You're very much welcome, Jake/Krizelle. Let me summarize

Customer: Yes Jake, you did darling! Goodbye!

Agent: Thanks again, Goodbye!

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