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 he can't afford modem and he'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, 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: 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.

Customer's Profile: Male, 30-35 years old, nervous.
Goal: Freeze the Stolen Card Account Number, apologize and give assurance.

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 5 or may be 10 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, I was just drinking.

Agent: Ma'm, I got a call from the Sheriff's Dept, 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?!

Caller: Alright, thanks for your help operator.

Agent: No problem, bye!

Aside from rehearsing the Call Center Mock Calls Scripts Samples in-front of a mirror, you can also
videotape yourself, so, you can easily replay the video to see and hear yourself. Practice makes perfect!
Don't stop practicing, until you sound very comfortable and natural.

Agent: Good morning madam, How can I be of service to you today?

Client: Yes, I just want to know the balance of my account?
Agent: Can I have your name please
Client: My name is-----

Agent: Can you provide me your account number please?

Client: I don’t know what it is?
Agent: Do you have any previous bill with you madam?
Client: Yes
Agent: Your account number is located at the top right hand corner of the bill statement. Its a 9 digit
code.
Client: Ok, the number is
Agent: Please hold while I check your account in our system..
Client: Ok
Agent: As of the date today, you have a balance is $935.00
Client: Ok, why does this bill reflect only $300.00
Agent: Can you check the date of the bill?
Client: Ok, it says here July 2010.
Agent: Madam, apparently that is an old bill. We will be sending you a new bill or your email.
Client: Ok. Thanks a lot.

Sample Call Center Script: Technical Support Hotline

Emily: Good afternoon. TBH Network Solutions.

Fred: Yeah, hi. My system is down and I need to speak with a technician.

Emily: Oh, okay. Let me gather some information and see if we can help. What is your first name?

Fred: Fred.

Emily: And your last name; would you spell it for me please?

Fred: Sure. It’s C-H-A-M-B-E-R-S, Chambers.

Emily: Okay. And your company name?

Fred: I’m with GoldStar Environmental.

Emily: GoldStar Environmental?

Fred: Yes ma’am.

Emily: Okay. And your callback number?

Fred: 610-265-1715.

Emily: That’s 610-265-1715?

Fred: Yes.

Emily: Okay. And what seems to be the problem today?

Fred: My agents aren’t able to make or receive any telephone calls.

Emily: Okay and what type of system do you have.

Fred: I have AmStar700, I think.

Emily: Okay. Are you able to log on to the system?

Fred: No, actually, I can’t even get an Internet connection.

Emily: Okay. According to my records, the AmStar700 is a voiceover Internet protocol phone. It appears
that because your Internet isn’t working, your phones are not working as well. Do you know who your
Internet provider is?

Fred: I have Verizon.

Emily: Okay. Mr. Chambers, I’m going to get a hold of Randy, and have him return your call. Is the 610-
265-1715 a good number to reach you at right now?

Fred: Yeah that’s my cell. That is working.

Emily: Okay, great. In the meantime, see if you can reach out to Verizon and let them know your issue.
And Randy should be calling you back shortly.

Fred: Thank you very much for your help.

Emily: You’re welcome. Thank you. Goodbye.

Fred: Take care. Goodbye.