Mock Call Sample Script | Billing Question | Short Version
Summary
TLDRIn this mock call, Candice from PowerUp assists a customer named Cersei Bannister, who is concerned about an unexpected charge on her bill. Cersei believes her unlimited package rate has increased, but Candice clarifies that it’s due to a late payment penalty. After discussing the issue, Candice agrees to remove the penalty as a one-time exception due to Cersei's long-standing customer loyalty. Candice then confirms the adjustment and promises to send a confirmation email. The conversation ends positively with Cersei expressing gratitude for Candice’s help and understanding.
Takeaways
- 📞 The mock call begins with the customer, Cersei Bannister, calling PowerUp to inquire about an unexpected charge of $53 instead of $50.
- 🛑 Candice, the representative, clarifies that PowerUp has not increased their rates since 2010.
- 💲 The extra $3 charge was due to a late payment for the customer's August bill, which was paid on September 1st instead of the August 15th deadline.
- 📜 Cersei is surprised by the penalty and expresses frustration, stating that this information was buried in the terms and conditions.
- 🙋♀️ Cersei explains that the late payment was due to a banking issue and expresses disappointment, especially given her long-standing relationship with PowerUp.
- 🤝 Candice offers a one-time exception to waive the $3 penalty, acknowledging the customer’s loyalty since 2015 and the fact that this was her first offense.
- ✉️ Cersei requests a confirmation email verifying that she will only need to pay $50 instead of $53, and Candice agrees to send it.
- 📧 The confirmation email will be sent to Cersei’s email, [email protected], within two to three minutes after the call.
- 🙏 Cersei thanks Candice for her understanding and help, expressing her satisfaction with the resolution.
- 👋 The call ends with both parties exchanging pleasantries, and Candice reiterating that the $3 charge will be waived.
Q & A
What was the main issue the customer, Cersei Bannister, called about?
-Cersei called about being charged $53 instead of the usual $50 for her unlimited package and wanted to know why her bill was higher.
How did Candice explain the additional $3 charge on Cersei's bill?
-Candice explained that the additional $3 charge was due to a late payment on Cersei's August bill, which was paid on September 1st instead of the due date, August 15th.
What was Cersei's reaction to the penalty charge?
-Cersei was frustrated and expressed disappointment, stating that she was unaware of the late payment penalty and felt that it was unfair for her to be charged for something she didn't realize.
How did Candice handle Cersei’s complaint about the penalty charge?
-Candice empathized with Cersei, acknowledged that many customers don't read the terms and conditions, and offered a one-time exception to remove the $3 penalty, given Cersei's long-term loyalty and that it was her first offense.
What did Candice do after offering to waive the penalty charge?
-Candice put Cersei on hold for two minutes to submit a request to the billing department to cancel the $3 penalty. She later confirmed that the request had been submitted and Cersei could pay the original $50 instead of $53.
Why did Cersei appreciate Candice’s resolution?
-Cersei appreciated Candice’s understanding and the resolution because she felt that her situation was handled fairly and that Candice was accommodating to her concerns, making her feel valued as a loyal customer.
Did Candice make any exceptions for Cersei?
-Yes, Candice made a one-time exception to waive the $3 penalty for Cersei since it was her first late payment and she had been a loyal customer for four years.
What additional request did Cersei make at the end of the call?
-Cersei requested that Candice send her a confirmation email outlining the agreement that she would only need to pay $50 instead of $53 after the penalty was removed.
How did Candice ensure that the customer would receive confirmation of the resolution?
-Candice assured Cersei that she would send a confirmation email within two to three minutes, verifying the new amount of $50 and the cancellation of the $3 penalty.
What did Candice do to maintain good rapport with the customer throughout the call?
-Candice stayed calm, empathetic, and professional throughout the call, acknowledging Cersei's frustration, offering a practical solution, and ensuring that Cersei felt heard and valued as a long-term customer.
Outlines
📞 Customer Call: Billing Inquiry and Discrepancy
In this mock customer call, a customer named Cersei Bannister contacts PowerUp’s support line, speaking to an agent named Candice. Cersei expresses concern about being charged $53 instead of the usual $50 for her unlimited package. Candice reassures Cersei that the rates have not changed since 2010. After confirming Cersei’s identity and account details, Candice investigates the issue and discovers that the additional $3 charge is a penalty for a late payment on the August bill, paid after the due date. Cersei was unaware of this penalty, as it was mentioned in the terms and conditions. Cersei explains that the delay was caused by an issue with her bank, and she feels the penalty is unfair, especially since she has been a loyal customer for four years. The conversation takes a more empathetic tone as Cersei appeals for understanding.
😊 Resolution and Exception: Loyalty Pays Off
Candice listens to Cersei’s frustrations and offers a one-time exception due to Cersei’s loyal four-year relationship with the company and her first-time late payment. Candice assures her that the $3 penalty will be waived. Cersei is grateful for the understanding and assistance provided. Candice then submits the request to the billing department to remove the penalty and informs Cersei that her bill will now be $50 instead of $53. After resolving the issue, Cersei requests an email confirmation, and Candice agrees to send the confirmation to the email on file. The call ends on a positive note, with both parties exchanging pleasantries. Candice ensures that all of Cersei's needs have been met before closing the call. The mock call concludes with a prompt to review the call flow for further clarification and explanations.
Mindmap
Keywords
💡Mock Call
💡Customer Service
💡Account Number
💡Billing Statement
💡Late Payment
💡Penalty
💡Terms and Conditions
💡One-Time Exception
💡Confirmation Email
💡Leeway
💡Loyalty
Highlights
Candice assures the customer that there has been no rate change since 2010, addressing the confusion about the $53 charge.
Customer expresses surprise about the $53 charge and provides personal details for account lookup, highlighting a common inquiry about billing discrepancies.
Candice explains that the $3 extra charge is due to a late payment in August, clarifying the billing process and charges.
Customer expresses frustration about the penalty, noting that the information was buried in the terms and conditions, showcasing a frequent pain point with service agreements.
Candice acknowledges the customer's frustration and offers a one-time exception, emphasizing empathy and customer retention strategies.
The customer appreciates Candice's understanding and agrees to the one-time exception, reaffirming their loyalty to the company.
Candice reminds the customer that this is a one-time exception, establishing clear boundaries while maintaining customer satisfaction.
Candice offers to submit a request to cancel the $3 penalty and places the customer on a brief hold, demonstrating transparency in handling billing issues.
After the hold, Candice confirms that the request was submitted, and the customer can now pay the corrected amount of $50, showing the resolution of the issue.
Customer asks for an email confirmation of the billing adjustment, indicating the importance of written proof for customers.
Candice agrees to send the confirmation email promptly, reinforcing a sense of reliability and professionalism.
Customer expresses gratitude and emphasizes loyalty after the resolution, indicating the positive outcome of effective customer service.
Candice ends the call by wishing the customer well and reiterating that no trouble was caused, closing the interaction on a positive note.
The transcript highlights key customer service principles: clear communication, empathy, and effective problem-solving to retain loyal customers.
Candice demonstrates strong adherence to company policy while also prioritizing customer satisfaction, providing a balanced approach to issue resolution.
Transcripts
here is the product knowledge of this
mock call
i want you to take a minute to at least
familiarize
all of these information so you will be
able to better understand
the mock call
and now let's begin ready one two three
go
ring
hi thank you for calling powerup this is
candice how may i help you
hey um did you guys increase your rate
for unlimited package
not recently no in fact we have not
changed our rate since
2010. oh really
because this month you guys are charging
me 53 dollars instead of 50.
really that's weird that's not supposed
to happen
uh but i could check your account for
you though and see
what the charge was for i just need your
account number
and your full name yes please
i would appreciate it so my full name
is cersei bannister
cersei is spelled as c e
r s for sorry
e i and my last name
is banister like the site of a staircase
with a single n okay thank you and
and your account number account number
what account number i i don't have it
couldn't you check using my name because
my name's quite unique
so you should be able to pull it up
without getting duplicates
for security purposes i would need both
your full name and your account number
you should find your account number uh
at the top right corner of your billing
statement
okay uh let me just go ahead and check
my email
hang on sure
okay i got the email where do i find it
it's at the top right corner of the
it should start with one two and it's
composed of six digits
got it so my account number is one
two three four five six
thank you let me just pull up your
account
give me one moment mm-hmm
okay i got it uh so according to your
september billing statement
you were charged an extra three dollars
due to the late payment of your
august bill so the due date was on
august 15th
and it was paid on september 1st wait
what
what are you talking about you're
charging penalties now
i didn't know that yes cersei this was
written on the terms and conditions when
you signed up with us
ah i see so
let me just get this straight you buried
an important piece of information in a
place where
let's admit it nobody even reads
and now you're expecting me to pay for a
penalty
that i'm not even aware of except for
the person who wrote your terms and
conditions
i mean help me understand because i'm at
a loss here
i really am you don't seriously expect
me to pay for the penalty do you
we understand that could happen
sometimes it's not a big amount but
i think it's just disappointing really
uh i have been with you guys for four
years now and this
is the only time i paid late not
intentionally mind you because i would
have paid on time if it was up to me but
i had an issue with my bank it took them
days to fix it
it's just disappointing one mistake
without warning
poof my three dollars went down the
drain you know what i mean
it's disappointing and to think that i
have been with you guys for four years
now
there must be something you can do about
this totally cersei
i understand i i honestly don't treat
the terms and conditions myself when i
sign up for services
and exactly i know that our management
understands this
so that's why because this is your first
time getting this penalty
and you have been with us a long time
now i can say it in your account that
you have been with us since
2015. we can definitely give you a
one-time exception and cancel the three
dollar penalty from your charge
oh thank you that's exactly what i need
thank you so much candice
no problem at all cersei uh we give a
leeway for cases like this
and also i have to remind you that this
is only going to be a one-time exception
because this is your first time and you
were not aware of this penalty
we are more than happy to accept you
from this charge
of course of course i completely
understand
this will never happen again in my four
years of being with you guys
i have never been late without payments
before except for this one of course
so thank you so much for resolving this
issue for me
i am forever your loyal customer oh
that's certainly music to my ears cersei
that's really nice to hear
thank you so what i'm gonna do is
i will just uh submit the request to our
billing department
uh would it be okay if i put you on hold
for two minutes to do that
absolutely take your time thank you
thanks for waiting cersei hi candace
so i have already submitted the request
to cancel the three dollar penalty from
your bill
you can now pay your bill for 50
instead of 53.
perfect i can't thank you enough candace
you have been
very helpful and very understanding my
pleasure cersei is there anything else
that i can help you with today
oh yes uh actually could you send me a
confirmation email
confirming what we just talked about in
this call
could you maybe confirm in your email
that i would only pay fifty dollars
instead of 53 and that you will cancel
the three dollars
could you do that for me please
absolutely i will send it to you within
two to three minutes
after this call to you to the email on
file which is
cersei at casterlyrock.com
perfect thank you so much candice and so
sorry for the trouble
that's all i need for today no trouble
at all cersei no trouble at all
um if that's all you need for today then
you have a fantastic day
thank you for calling power up you too
candace
have a fantastic shift bye i will bye
if you need a detailed explanation as to
why candice was saying the things that
she was saying during this call
click the link on the screen this is
where i explain the call flow step by
step and address
any confusion and questions that you
might have about this mock call
alright that is all for today bye
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