Mock Call Sample Script | Billing Question | Short Version

Summary

In 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.