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Mock Call Script

The document outlines a mock call script between a customer and agent regarding extra charges on the customer's phone plan account. The customer was being charged extra for exceeding their monthly data limit and a late payment fee. The agent helps the customer enroll in automatic payments to avoid future extra charges.

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mayannarnante
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Download as docx, pdf, or txt
462 views2 pages

Mock Call Script

The document outlines a mock call script between a customer and agent regarding extra charges on the customer's phone plan account. The customer was being charged extra for exceeding their monthly data limit and a late payment fee. The agent helps the customer enroll in automatic payments to avoid future extra charges.

Uploaded by

mayannarnante
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
Download as docx, pdf, or txt
Download as docx, pdf, or txt
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ARNANTE, MAY ANN P.

MOCK CALL SCRIPT

Extra Charge Assistance.

PLANS

$30 monthly plan w/ unlimited calls and texts (no data) $35 monthly plan w/ unlimited calls and texts
(500mb of data)

S40 mothly plan w/ unlimited calls and texts (lab of data)

S45 monthly plan w/unlimited calls and texts Ogb of data) $50 monthyl plan w/alimited calls and texts
Ogb of data)

SO0 monthly plan w/ unlimited calls and texts (unlimited data)

SCENARIO

cx calla in for the extra charge on his account for $15, ex been having same issue for two months already

cx is on the monthlt plan.

REASON FOR THE CHARGES

cx got over with the 500mb on the account and got charge $10 extra (lab) a got late on the payment got
charge late payment fee for $5 extra (system automatically charge if dae is missed)

SWEETENER/OPTION3

AP or automatic paymet

online payment which the payment will happen a day before the expiration (charges will be on the debit
or credit card can enroll though online and also on the phone with the representative (w/ the debit or
credit card)

Agent: Thank you for calling our customer support. My name is May. How may I assist you today?

Customer: Hi, I'm calling about an extra charge on my account. I've been having the same issue for the
past two months already.

Agent: I apologize for the inconvenience, sir. O understand how frustating that can be.Let me check the
details of your account qnd investigate these matters to you. May I have your account details, please?

Customer: Sure, my account number is [Account Number].

Agent: Thank you for providing that information. I see that you are on our monthly plan. Could you
please let me know which plan you are currently subscribed to?

Customer: I am on the $35 monthly plan, which includes unlimited calls and texts with 500MB of data.

Agent: I understand. The reason for the extra charges might be due to exceeding your data limit and a
late payment fee. In this case, you would have been charged an additional $10 for going over the 500MB
limit and $5 for a late payment.

Customer: Yes, that's correct. Is there anything I can do to avoid these charges in the future?

Agent: Absolutely! We have a couple of options that might interest you. Firstly, we offer the AP or
Automatic Payment option. With this option, your payment will be automatically deducted from your
registered debit or credit card. This ensures that your payment is always made on time, eliminating any
late payment fees.

Customer: That sounds convenient. How do I enroll in the Automatic Payment option?
Agent: You can enroll in AP through our website or by speaking with a representative over the phone. If
you choose to enroll online, the payment will be processed one day before your account's expiration
date. If you prefer to enroll over the phone, we can assist you with that as well. We will need your debit
or credit card details to set up the automatic payment.

Customer: Great, I would like to enroll in the Automatic Payment option. Can we set it up now?

Agent: Absolutely, sir. May I have your debit or credit card details, please?

Customer: Sure, my card number is [Card Number].

Agent: Thank you for providing that information. I have successfully enrolled you in the Automatic
Payment option using the provided card. Starting next month, your payment will be automatically
processed one day before your account's expiration date.

Customer: That's fantastic. Thank you for your help.

Agent: You're welcome! Is there anything else I can assist you with today?

Customer: No, that will be all. Thank you again for your assistance.

Agent: It was my pleasure helping you today. If you have any further questions in the future, feel free to
reach out to us. Have a great day!

Customer: You too. Goodbye!

Agent: Goodbye!

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