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
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!
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