JOBRAWAT: August 2015

Wednesday, 26 August 2015

APOLOGY STATEMENTS

Apology statements

Customer service is something we at O2 take extremely seriously as we feel this is how we set ourselves apart from the competition.

We take it very seriously if someone is letting us down on this front and are grateful to be informed if this is the case.

I can assure you that we always give our customers the best options for their accounts.

If it had been possible for us to offer this service, we would have offered this as an option.

I'm sorry if you feel that the service you've received hasn't been to your satisfaction.

I'm sorry for any inconvenience that may have been caused and I appreciate your patience with this matter.

Our advisors should be more than happy to help any customer regardless of how many times they have been to the store.

This attitude is entirely unacceptable.

Please accept our sincere apologies for not meeting your expectations of acceptable customer service levels.

As I said we aspire to help our customers in every possible manner whenever they contact us for help.

The level of service you received isn't the service we want our customers to receive.

We continue to be committed to providing you and all of our customers with the highest standards of service.

Thank you for taking time out to tell us that you like our new website.

We recognise that this hasn't been a brilliant experience and apologise for the obvious frustration.

We're doing everything we can to resolve the situation as soon as possible.

We need feedback such as yours to help us identify any area of our service, which our customers feel is in need of review.

Changes are then made on a regular basis, which reflect what our customers are telling us. Your feedback will be forwarded to the concerned authorities and appropriate measures will be taken.

We value you as a customer and we try to provide the best possible service to our customers.

I admire your patience and understanding.

I hope you'll understand my compulsion.

A Netflix spokesperson confirmed to The Huffington Post that this incredible, "Star Trek"-laden back-and-forth between a subscriber and a customer service representative is indeed real.
Agent: Thank yo

u for choosing, Rocket Speed Internet. My name is TAYLOR. How can I make you a Very Satisfied Customer today?!

HHCustomer: I was speaking a while ago with Jerry, and he says that my modem is malfffjjglunctioning. Unfortunately, I'm a retired teacher, and I can't really afford paying for a new modem. So, I would rather just cancel my Internet Service, and try my luck with a different Internet Service Provider!
AgHHHHent: Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you out. Let me see what I could do for you, let's start first by verifying your account number, is that OK with you?!
Customer: I already gave my number to the previous agent, but, here it is again, for the nth time. 860-995-****, my name is Deborah Brown.
Agent: Thank you Ms. Brown, so, that is 860-995-****, is that correct?
CustomeHHr: Yes. And, if you will ask, that's also my call back number.
Agent: May I please verify the last four number of your Social Security Number?
Customer: It is ****.
Agent: Got it, thanks! I believe that you've been with Rocket Speed Internet for quite a while now. And, honestly, we don't really wanna lose customers just because of a bad modem. Here's how I can help you...
Customer: You see, If you check your records, I've been actually calling you almost every other day for the past few weeks. You guys, just wasted my time, and I can't believe that I'm still with you folks!
Agent: Deborah, I understand your situation, and I would feel the same way if I'm in your situation. So, please, calm down, and stop yelling at me. Let me tell you what I could do for you, OK? Just give me a minute...
Customer: I'm so sorry, I'm not really taking it on you, and am not trying to be a difficult customer. It's just that I've had so much stress, more than I can actually imagine. But, please, go on.
Agent: OK, here's what I could offer you. Since, you've been with Rocket Speed Internet for more than 5 years now. I'm gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I'll place the order now, for an overnight shipping. So, that means, you'll get the free modem by tomorrow.
Customer: Wow, that's actually great! Thank you so much!
Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old package, instead of getting max of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you could still have it for an additional 5$ a month, or, if you are not satisfied, you could just simply downgrade your plan, back to the old package.
Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll be staying with you guys for a very long time, and I would be glad to recommend you to all of my friends!
Agent: Well, I'm so glad to here it from you. Do you have a pen and paper, so you can write down your order number?
Customer: Ok, I have it.
Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this modem tomorrow. For the setup, if you can't follow the setup instructions on the manual. We have our 24/7 Technical Support hotline who can help you setup your new modem. So, would there be anything else that I could assist you with?
Customer: I'm speechless, Taylor, all I can say now is THANK YOU!
Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very satisfied customer!
Customer: Yes, Taylor, you did, sweetie! Goodbye!
Agent: Thanks Ms. Brown, and Again, my name is TAYLOR, Thank you for choosing Rocket Speed Internet! Enjoy the rest of your day!
Agent: Thanks again, Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - CREDIT CARD CUSTOMER CARE

Situation: A customer is calling in to report a stolen card.

Customer's Profile: Male, 30-35 years old, nervous.

Goal: Freeze the Stolen Card Account Number, apologize and give assurance.

Agent: Thank you for calling Bank of Wealth. My name is Sydney. How can I assist you today?

Customer: I want to report a stolen card. I got drunk, and had lost my wallet last night.

Agent: Oh, I'm so sorry to hear about that, don't worry, we're gonna make sure that we freeze your account, so no one can use your Credit Card, ok?

Customer: Thanks, I hope no one have tried using it.

Agent: Don't worry, we are gonna be alerted right away by our System, if there are any invalid pin attempts on your card. For security purposes, let me just verify your account first, ok?

Customer: Sure, go ahead. What do you wanna ask?

Agent: I need to verify your First and Last Name?

Customer: My name is Park Jae-Sang, but, you can call me "PSY!"

Agent: Thanks, PSY! Wait, Is it just a coincidence that your name is just like the one who created the world famous, "Oppa Gangnam Style"!?

Customer: I'm sorry, that wasn't me. But, since that song became very popular, my friends are now calling me PSY.

Agent: You got me there! Well, I'm sorry, just had to ask that, since, I really love dancing while I'm playing it every morning! But, going back on your card, let me also ask you for your Mother's Maiden Name?

Customer: That's alright, Sydney! It is Wan.

Agent: How about the last four numbers of your Social Security Number?

Customer: It is ****.

Agent: Last, but not the least, may I please verify your complete Billing Address?

Customer: I live in 67489, Rodeo Drive, Beverly Hills, CA, 90210.

Agent: Thank you so much for all of the information. I'm now processing the request to freeze your account. Please, grab a pen and paper. Thank you!

Customer: I have it, go ahead!

Agent: As of September 26, 2013 at 5PM Pacific Time, your Credit Card Account is now frozen. You'll get your Card Replacement within the next 3-5 Business Days, Free of Charge. Your Confirmation Number is 787-909-SPNC

Customer: I got it, thanks a bunch, Sydney! You're such a big help!

Agent: You're very much welcome! Is there anything else that I could help you with?

Customer: I guess, that would be all for today. Thanks again! Bye!

Agent: You're welcome! And, again, my name is Sydney! Thank you for calling Bank of Wealth! Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE

Situation: The caller heard some gun shots, and saw people running from his neighbor's house.

Caller's Profile: Female, 20-25 years old, nervous.

Goal: Get all the important information from the caller. Keep the Caller on the line while the authorities try to reach the location.

Agent: 117, what's your Emergency?

Caller: Oh my God.... I heard gun shots from my neighbor's house, and saw 3 Hispanic male running from their backdoor... *Screaming*

Agent: Ma'm, please, calm down, OK If you scream, I won't be able to understand what you are saying, this is very important so we can alert the authorities right away.

Caller: Ok.. ok... I'm sorry...

Agent: Thank you, you are doing a great job! You said, you heard multiple gunshots, and 3 male running from your neighbor's house, is that right?

Caller: Yes, they are already gone in the dark. I saw 3 Hispanic male running down the street.

Agent: Don't worry, I'm reporting it as we speak Ma'm, are you alone in your house?

Caller: Yes, that's why I'm shaking. I don't have a gun with me, even my dog is terrified as well!

Agent: And, what is your Name and Street Address?

Caller: My name is Sharon Davis, we are at 9657 Caminito Chollas, Sandiego, California.

Agent: Thank you, got it. Make sure that all doors are locked, and stay with me on the phone, OK I already alerted the authorities, and they are now on their way!

Caller: Thank God...

Agent: At what time it happened?

Caller: It was just 5 or may be 10 minutes ago... Where are the police?

Agent: Ma'm, they are now on their way!

Caller: Wait, I'm hearing some sirens.

Agent: That must be the Police, don't open your doors yet, stay with me, OK?

Caller: Alright.. Oh my goodness, I'm still shaking!

Agent: OK, feel free to grab a glass of water, I'll wait right here.

Caller: Ma'm, are you still there?

Agent: Yep, I was just drinking.

Caller: Ma'm, I got a call from the Sheriff's Dept, it was just some kids who are doing some prank on their friend. The noise you heard are just firecrackers. So, there's really nothing to worry now.

Agent: I almost had a heart attack, stupid kids!

Caller: Well, at least, no one got hurt. I hope you stay safe, OK?!

Agent: Alright, thanks for your help operator.

Caller: No problem, bye!

As you could notice, I added a little dose of humor in some of the lines above. Because, the reality is, it's not really all about apologizing or empathizing. You also have to know when you can use power words, talk about the weather, time, or even crack simple jokes it's actually a good way to establish rapport with your callers. Aside from rehearsing the Call Center Mock Calls Scripts Samples in-front of a mirror, you can also videotape yourself, so, you can easily replay the video to see and hear yourself. Practice makes perfect! Don't stop practicing, until you sound very comfortable and natural. If you have comments or suggestions, please, feel free to write it below. Don't also forget to subscribe your e-mail to get the latest updates from this site! Thanks!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - RETENTION / SERVICE CANCELLATION

Situation: A customer is calling about her Internet Service. The Customer is very upset because, Technical Support can't replace her modem. Her DSL Modem/Router is already out of warranty. And, claims he can't afford modem and he'll just change to a different Internet Service Provider.

Customer's Profile: Female, Age is 75 years old, and very irate.

Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.

Agent: Thank you for choosing, Rocket Speed Internet. My name is TAYLOR. How can I make you a Very Satisfied Customer today?!

Customer: I was speaking a while ago with Jerry, and he says that my modem is malfunctioning. Unfortunately, I'm a retired teacher, and I can't really afford paying for a new modem. So, I would rather just cancel my Internet Service, and try my luck with a different Internet Service Provider!

Agent: Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you out. Let me see what I could do for you, let's start first by verifying your account number, is that OK with you?!

Customer: I already gave my number to the previous agent, but, here it is again, for the nth time. 860-995-****, my name is Deborah Brown.

Agent: Thank you Ms. Brown, so, that is 860-995-****, is that correct?

Customer: Yes. And, if you will ask, that's also my call back number.

Agent: May I please verify the last four number of your Social Security Number?

Customer: It is ****.

Agent: Got it, thanks! I believe that you've been with Rocket Speed Internet for quite a while now. And, honestly, we don't really wanna lose customers just because of a bad modem. Here's how I can help you...

Customer: You see, If you check your records, I've been actually calling you almost every other day for the past few weeks. You guys, just wasted my time, and I can't believe that I'm still with you folks!

Agent: Deborah, I understand your situation, and I would feel the same way if I'm in your situation. So, please, calm down, and stop yelling at me. Let me tell you what I could do for you, OK? Just give me a minute...

Customer: I'm so sorry, I'm not really taking it on you, and am not trying to be a difficult customer. It's just that I've had so much stress, more than I can actually imagine. But, please, go on.

Agent: OK, here's what I could offer you. Since, you've been with Rocket Speed Internet for more than 5 years now. I'm gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I'll place the order now, for an overnight shipping. So, that means, you'll get the free modem by tomorrow.

Customer: Wow, that's actually great! Thank you so much!

Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old package, instead of getting max of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you could still have it for an additional 5$ a month, or, if you are not satisfied, you could just simply downgrade your plan, back to the old package.

Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll be staying with you guys for a very long time, and I would be glad to recommend you to all of my friends!

Agent: Well, I'm so glad to here it from you. Do you have a pen and paper, so you can write down your order number?

Customer: Ok, I have it.

Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this modem tomorrow. For the setup, if you can't follow the setup instructions on the manual. We have our 24/7 Technical Support hotline who can help you setup your new modem. So, would there be anything else that I could assist you with?

Customer: I'm speechless, Taylor, all I can say now is THANK YOU!

Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very satisfied customer!

Customer: Yes, Taylor, you did, sweetie! Goodbye!

Agent: Thanks Ms. Brown, and Again, my name is TAYLOR, Thank you for choosing Rocket Speed Internet! Enjoy the rest of your day!

Agent: Thanks again, Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - CREDIT CARD CUSTOMER CARE

Situation: A customer is calling in to report a stolen card.

Customer's Profile: Male, 30-35 years old, nervous.

Goal: Freeze the Stolen Card Account Number, apologize and give assurance.

Agent: Thank you for calling Bank of Wealth. My name is Sydney. How can I assist you today?

Customer: I want to report a stolen card. I got drunk, and had lost my wallet last night.

Agent: Oh, I'm so sorry to hear about that, don't worry, we're gonna make sure that we freeze your account, so no one can use your Credit Card, ok?

Customer: Thanks, I hope no one have tried using it.

Agent: Don't worry, we are gonna be alerted right away by our System, if there are any invalid pin attempts on your card. For security purposes, let me just verify your account first, ok?

Customer: Sure, go ahead. What do you wanna ask?

Agent: I need to verify your First and Last Name?

Customer: My name is Park Jae-Sang, but, you can call me "PSY!"

Agent: Thanks, PSY! Wait, Is it just a coincidence that your name is just like the one who created the world famous, "Oppa Gangnam Style"!?

Customer: I'm sorry, that wasn't me. But, since that song became very popular, my friends are now calling me PSY.

Customer: That's alright, Sydney! It is Wan.

Agent: How about the last four numbers of your Social Security Number?

Customer: It is ****.

Agent: Last, but not the least, may I please verify your complete Billing Address?

Customer: I live in 67489, Rodeo Drive, Beverly Hills, CA, 90210.

Agent: Thank you so much for all of the information. I'm now processing the request to freeze your account. Please, grab a pen and paper. Thank you!

Customer: I have it, go ahead!

Customer: I got it, thanks a bunch, Sydney! You're such a big help!

Agent: You're very much welcome! Is there anything else that I could help you with?

Customer: I guess, that would be all for today. Thanks again! Bye!

Agent: You're welcome! And, again, my name is Sydney! Thank you for calling Bank of Wealth! Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE

Situation: The caller heard some gun shots, and saw people running from his neighbor's house.

Caller's Profile: Female, 20-25 years old, nervous.

Goal: Get all the important information from the caller. Keep the Caller on the line while the authorities try to reach the location.

Agent: 117, what's your Emergency?

Caller: Oh my God.... I heard gun shots from my neighbor's house, and saw 3 Hispanic male running from their backdoor... *Screaming*

Agent: Ma'm, please, calm down, OK If you scream, I won't be able to understand what you are saying, this is very important so we can alert the authorities right away.

Caller: Ok.. ok... I'm sorry...

Agent: Thank you, you are doing a great job! You said, you heard multiple gunshots, and 3 male running from your neighbor's house, is that right?

Caller: Yes, they are already gone in the dark. I saw 3 Hispanic male running down the street.

Agent: Don't worry, I'm reporting it as we speak Ma'm, are you alone in your house?

Caller: Yes, that's why I'm shaking. I don't have a gun with me, even my dog is terrified as well!

Agent: And, what is your Name and Street Address?

Caller: My name is Sharon Davis, we are at 9657 Caminito Chollas, Sandiego, California.

Agent: Thank you, got it. Make sure that all doors are locked, and stay with me on the phone, OK I already alerted the authorities, and they are now on their way!

Caller: Thank God...

Agent: At what time it happened?

Caller: It was just 5 or may be 10 minutes ago... Where are the police?

Agent: Ma'm, they are now on their way!

Caller: Wait, I'm hearing some sirens.

Agent: That must be the Police, don't open your doors yet, stay with me, OK?

Caller: Alright.. Oh my goodness, I'm still shaking!

Agent: OK, feel free to grab a glass of water, I'll wait right here.

Caller: Ma'm, are you still there?

Agent: Yep, I was just drinking.

Agent: I almost had a heart attack, stupid kids!

Caller: Well, at least, no one got hurt. I hope you stay safe, OK?!

Agent: Alright, thanks for your help operator.

Caller: No problem, bye!

CHAT TRANSCRIPT 2

CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT

Situation: A customer is calling about his Internet service. Has been out of service for more than a week.

Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate.

Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport.

Agent: Thank you for Calling, Rocket Speed Internet. My name is JERRY, May I please have your Phone or Account Number?

Customer: I'm sorry, can you please, repeat yourself?

Agent: I'm sorry, can you hear me OK now? I was asking you, about your Phone or Account Number?

Customer: Well, before I give you my account information, I just wanna let you know that I'm really pissed. I can't access my email for almost a week now. I'm paying you guys lots of money, and you can't even provide a decent service. What's wrong with you people? YOUR SERVICE SUCKS!!!

Agent: I'm really sorry for the inconvenience, I would probably feel the same way if I'm in your situation. But, don't worry, I promise you that we'll get your issue resolved. Let me get first your account number so we can check your account, would that be ok?!

Customer: Sure, my account number is 860-995-****

Agent: Got it, may I please verify the name on the account?

Customer: It's Robert W. Smith, I am the account holder.

Agent: Can we call you back at the same number, or do you have a better call back number?

Customer: I'm sorry, I'm having a hard time hearing, can you please, repeat yourself?

Agent: Sure, I was just asking you, if we can call you at the same number you gave me, or if you have a better call back number?

Customer: Yes, that's a good call back number.

Agent: Ok, based on our test results, it shows here that you are not getting a DSL signal, that's why you can't get online or check your email. We can actually fix this problem over the phone, but, I will need to walk you through on some steps, would that be ok?

Customer: I've gone through the steps, believe me, I've checked everything before calling you!

Agent: Oh, that's good then, but, can you at least, check for me which lights are lit up on your modem.

Customer: Fine! I have Power and Ethernet lights green on my modem. But, the 3rd light is flashing red, which is the DSL light. Are you happy now?

Agent: Thank you for your patience! As you could notice, the DSL light is flashing red on your modem. That means that you are not getting any dsl signal. The good thing is, based on our initial test results here, we do not have network problems or outages in your area. That means, we might be able to fix the problem over the phone!

Customer: Well, that's good then, I'll be a happy camper!

Agent: You might have already checked on it. But, since we have the DSL light flashing red on your modem, it's telling you right away that there could be something wrong on the DSL line. It's the gray phone cord at the back part of the modem.

Customer: It's right behind my desk, do you want me to crawl down the floor again?

Agent: Well, If I send someone out, and they find out that there's just a loose phone cord, then, you will get charge for the dispatch. So, we want to resolve the problem over the phone, so we could avoid dispatch charges. It will also save your time, that's all we need to check.

Customer: Ok, but, this is the last step that I'll do. Don't hang up.

Agent: Don't worry, I won't hang up on you.

Customer: Oh my goodness, the gray phone cord was just loose, let me plug that in... Oh my, there's now a steady green light on the DSL light of the modem, let me just try now the Internet!

Agent: Wow, that's good to know. Let's just see if you can now get online, before we hang up. Can you try one or two more websites?

Customer: Jerry, you are a miracle worker! Thank you so much! It got me now on my homepage and email!

Agent: No, you did a great job, I was just giving you the steps! You did great today! But, do you have anymore questions or other concerns?

Customer: I feel so stupid for calling you about this. But, I surely appreciate your time and patience!

Agent: You are welcome. We are open 24 by 7 just in case that you'll need our help again. And, again, my name is JERRY, we do value your business and thank you for choosing Rocket Speed Internet. Have a blessed day!

CALL CENTER MOCK CALLS SCRIPT SAMPLE - CUSTOMER SERVICE

Situation: A customer is calling about her account balance.

Customer's Profile: Female, Age is 25-30yrs old, calm.

Goal: Answer customers inquiry in a timely manner.

Agent: It's a good day today at Bank of Wealth, my name is Heather, How can I help you?

Customer: I would like to know my remaining money in my account.

Agent: I'll be glad to help you. May I please get your Bank Account number and the Name on the Account?

Customer: Sure, it's Tracy Q. Randall, account number is 805-7845-3895-061

Agent: Thank you, let me just check on it. Ok, can you please, verify the last four numbers of your social security ID?

Customer: It is ****.

Agent: You still have 84 thousand and 65 cents. Is there anything else that I could assist you with?

Customer: Yes, If I transfer it to my bank account in Lloyds of London, how long will it take?

Agent: If we do the transaction over the phone or online, our team will still contact you for verification prior sending your money to a different bank. The whole process usually just takes 2-3 days.

Customer: Oh, I see, never mind, I'll just do it after the holidays. Thanks for your help, Heather!

Agent: You are very much welcome, Ms. Randall! You have a great day and Thank you for calling Bank of Wealth. Good Bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE - SALES

Situation: A customer is calling in to order a Pizza.

Customer's Profile: Male, Age is 45 yrs old, in a hurry

Goal: Place the order and offer the customer to upgrade their orders.

Agent: This is Mike of Pizza Loco, what is your name and what would you like to order?!

Customer: This is John Perez, I want One Family size of Pepperoni and 2 Regular Supreme.

Agent: Thank you, so, that is One Pepperoni Family size, and Two Regular Supreme Pizza's. Is that right?

Customer: Yep, deliver it at 745 Farmers Road, Modesto, California...

Agent: Got it, would you like to add extra mozzarella cheese on top, that's just 5 bucks each.

Customer: Sure, I'll just pay it in cash once it's delivered.

Agent: Alright, it's gonna be right in front of your door, within 30mins. Thanks for calling, Pizza Loco! Have a great night

refrence-http://www.isp101.net/search/label/Call%20Center%20Career

CHAT TRANSCRIPT 1

else that I could assist you with?

Customer: I'm speechless, Taylor, all I can say now is THANK YOU!

Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very satisfied customer!

Customer: Yes, Taylor, you did, sweetie! Goodbye!

Agent: Thanks Ms. Brown, and Ag