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Mock Call Script

A customer called an agent because the phone he purchased 2 days ago was unable to receive calls or texts. The agent recommended a replacement of the same brand and unit with free shipping. After obtaining the customer's contact and shipping information, the agent informed the customer that the replacement phone would be delivered within 12 hours. The customer expressed satisfaction with the agent's assistance.

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Rose Anne Patrimonio
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Download as DOC, PDF, TXT or read online on Scribd
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2K views2 pages

Mock Call Script

A customer called an agent because the phone he purchased 2 days ago was unable to receive calls or texts. The agent recommended a replacement of the same brand and unit with free shipping. After obtaining the customer's contact and shipping information, the agent informed the customer that the replacement phone would be delivered within 12 hours. The customer expressed satisfaction with the agent's assistance.

Uploaded by

Rose Anne Patrimonio
Copyright
© © All Rights Reserved
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
Download as doc, pdf, or txt
Download as doc, pdf, or txt
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Situation: A customer is calling in he cannot receive a call and text to the phone he bought 2 days ago.

Costumer Profile: Male, age is 45 years old

Goal: Assist the inquiry of the costumer and offers a freebies.

Agent: Hai, thank you for calling T-mobile company. This is Jonathan . Do I have a pleasure speaking with
you today?

Costumer: hello Junathan, I'm Jhon Robert.

Agent: Can I call you by your first name?

Costumer: Yes sure!

Agent: Great! So how can I help you today, Jhon?

Costumer: Actually, I do have problem with the phone I bought 2 days ago in your shop. It seems like I
cannot receive any call or even text on my phone. I dont know the reason behind. Hmm can you help me
with that?

Agent: oh! I'm terribly sorry to hear you with that. But dont you worry, since you have me in the line. I
am indeed to help with that.

Costumer: oh, thank you very much!

Agent: If you dont mind, can I ask where are from?

Costumer: Well, I'm from Sto. Nino, Tacloban, City.

Agents: oh, you're living in a city. humm did you try inserting a new simcard on your phone? How is it?

Costumer: Yes, I certainly did. But sad to say it wouldnt work, still cant receive any call or messages.

Agent: oh I see, hmm since you just bought the phone 2 days ago. I recommend you either full refund
or replacement. So which one do you have in mind?

Costumer: Actually, I really need this phone as early as possible. So I gues, just replacement. Can you do
that for me?

Agent: Certainly yes! But for replacement we offer same brand/ unit however you will receive a freebies
same with freebies you received when you purchased the phone and theres no shipping fee at all. So, is
that good for you, Jhon?

Costumer: Of course! In fact thats the only brand/unit that I want.


Agent: Cool! Can I have your complete name and shipping address. Please!

Costumer: Sure my name is Jhon Robert Santiago and my shipping address is Brgy. 304 Sto. Nino street,
House # 023, beside e-tech building Tacloban,City.

Agent: Thank you, can I have your email address, please!

Costumer: Yes sure, it is jhonrobert@gmail.com

Agent: gutcha! Thank you for the information.Your replacement is still proccessing. One moment
please!...

Costumer: okay!

Agent: Thank you for waiting Jhon. I'm done processing your replacement. Expect your phone
replacement will arived within 12 hours under your name to your shipping address.

Costumer: Thank very much!

Agent: You are welcome,. Hmm just to have a short recup, you call in today because you cannot receive
any call or even text on your phone. We recomend you a replacement with the same unit/ brand with a
free shipping fee. And it will be arrived at your shipping address within 12 hours.

Is there would be anything else that I can help you with?

Costumer: None. You did great! Thank you.

Agent: You are welcome. And thank you for calling T-mobile company. Again, this Junathan it was a
pleasure aassissting you today. Goobye! and have a great day!

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