Mock Call Sample Script | Billing Question | Short Version

Kwestyon

7 Nov 202007:24

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

00:00

📞 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.

05:02

😊 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

A mock call is a simulated or staged phone conversation used for training or demonstration purposes. In the script, the mock call is used to demonstrate how a customer service representative might handle a customer's inquiry about a bill discrepancy. It helps trainees understand the process of addressing customer concerns and resolving issues.

💡Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after their purchases. In the script, Candice represents the customer service agent who assists the customer, Cersei, with her billing concerns, showcasing the importance of effective communication and problem-solving in customer service.

💡Account Number

An account number is a unique identifier assigned by a company to a customer for record-keeping purposes. In the script, Cersei is asked for her account number to verify her identity and access her billing information, emphasizing the importance of account numbers in customer service interactions for security and personalization.

💡Billing Statement

A billing statement is a document that itemizes the charges for products or services provided to a customer over a specific period. In the script, the billing statement is mentioned as the source of information regarding the charges and due dates, which is crucial for the customer to understand their bill and for the agent to explain the charges.

💡Late Payment

Late payment refers to a payment made after the due date specified by the service provider. In the script, Cersei's late payment of her August bill leads to an extra charge, which becomes the central issue of the mock call and illustrates how late payments can result in penalties.

💡Penalty

A penalty is a financial charge imposed for non-compliance with the terms of a contract or agreement, such as late payment. In the script, the penalty is the extra three dollars charged to Cersei for her late payment, which she was unaware of, highlighting the potential for penalties to cause customer dissatisfaction if not clearly communicated.

💡Terms and Conditions

Terms and conditions are the contractual provisions that outline the rights and obligations of parties involved in a transaction. In the script, the terms and conditions include the penalty for late payments, which Cersei was not aware of, underscoring the importance of clear communication of these terms to customers.

💡One-Time Exception

A one-time exception is a single instance where a rule or policy is not enforced as a courtesy or to resolve a specific issue. In the script, Candice offers a one-time exception to waive the penalty for Cersei, demonstrating empathy and flexibility in customer service to enhance customer satisfaction.

💡Confirmation Email

A confirmation email is a message sent to a customer to verify the details of a transaction or agreement. In the script, Cersei requests a confirmation email to document the resolution of her issue, which serves as a record for both the customer and the company and ensures transparency.

💡Leeway

Leeway refers to the flexibility or discretion allowed in interpreting or applying rules. In the script, Candice mentions that the company gives leeway in cases like Cersei's, indicating that customer service can sometimes adjust policies to accommodate customer needs and improve the customer experience.

💡Loyalty

Loyalty in a customer context refers to a customer's consistent preference for a particular company's products or services. In the script, Cersei expresses her loyalty to the company after her issue is resolved, showing that effective customer service can strengthen customer 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.