J. Thank you for calling All state my name is Jaiver, how can i help you today?

D. Yes my name is david, i have a problem with my car , listen, i'm on my way to a medical
check and i didn't realized that one my tires is damage, i almost crash with a truck, so i
need you to help me 
J. Oh, wow, that sounds terrible Sir, are you ok.
D. I m ok, but i will be late for my medical check, i’m in a hurry , i can't believe that this
happened to me
 J. I wish you didn’t have to go through that sir. Now I'm in the driver's seat of this situation
so I will quickly run through this with you.  Let me ask you a question, are you alone with
your car ?
D. Yes, I’m alone on a road.
J. Ok Sir please stay with your car until the provider arrives and  please, be on your toes.
Do you have an extra tire on your car ?
D. Let me check… Yes, here I have an extra tire, but I don’t know how to change it. I’m out
of the loop.
J. Don't worry about it David, I just need you to stay in your car while I send you one of our
mechanics to help you. Can you please provide me with your membership number ?. 
D. Yes, it’s 4279-1628
J. And also we will need your AMC number, do you know where to find it ?
D. AMC? No, I don’t know what the heck it is. Could you please send me a provider while
i’m giving you the details?
J. Absolutely sir, i know that this is a no time to lose situation, that's why i’m requesting you
that information , the AMC number is on the top of your assurance credential, the numbers
in red.
D. Ok, let me check again…  Yeah, AMC number: 7352. Please sir, I’m getting so late.
How much would the provider take to arrive here?
J. It's about 10 minutes sir. Where are you located? Do you know what is the address
where you are right now ? you mentioned that it is a road, but do you see a traffic sign with
a number or something to identify your right place ?
D. Yes, I’m on the 40 RD with… I think it’s like st 60. I can see a service station across.
Please, I need it now. There’s no time to lose.
J.Ok  Sir thank you for that information,  I sent you a mechanic in one of our vehicles, you
just need to wait, he'll be there in about 10 minutes. By that time one of our coworkers will
take you to your medical check since you are running out of time.
D. I think it’s much time. So I guess I have to call my doctor to let him know that I’ll be late.
J. Well I agree with that Sir, and let me thank you for your patience, so Is there anything
else I can do for you today ?
D. Yes, Do I have  to pay for the service to take me to the doctor? Or will it  be charged to
my account?
J. No Sir remember that this is part of your extra benefits for being our loyal customer for
more than 20 years.
D. Oh, well. At least good news. Thank you. But how am I supposed to pick up my car?
J. well Sir we will take it you to your house, just make sure there will someone to receive it
and sign the reception order
D. No problem my wife is at home, also my son will be there
J. So , in this case, is there anything else I can do for you today ?
D. No that's all , thank you again
J. you're more than welcome Sir. Remember that you spoke with Jaiver
Second situation

D.. Thank you for calling verizon wireless, my name is David , how may i assist you
today ?
J. Well, the reason for my call is because I've been in a monthly plan with your company
for about 10 years and I realized that you have been charging me with a higher rate every
year , besides that you extra charge me with 20 dollars more this month. I just moved to a
new plan that offers me unlimited data , text, and voice. 
D. Ok sir, could you please provide me your phone number?
J Yes, it’s 4740321662
D. All right, thank you, let me pull up your account  in our system.
J. Thank you.
D. Don’t mention it Sir. Please let me check for a minute.
. Well Sr, I can see on our system that, as you said, your plan has taken a prorated charge
in the past June 10th. That’s why your bill this month has taken an extra charge.
J. But how, I don't even use all the data you report in my bill. I think you are charging me
so much more than usual.
D. Ok sir, I understand. Can I ask you what type of cell phone are you using with the SIM
card?
J. I don’t really know, it was a gift from my son.
D. I’m glad to hear that Sir. Can you ask someone about what type of cell phone you are
using? Or maybe you can tell me how long have you been using it? 6 month, 1 year, or 2.
J. My son gave me this phone 4 years ago, but it gets stuck sometimes , it says not
enough memory  and I have to restart it.
D. Oh, wow, that sounds terrible. I can take an idea about what is happening with your bill.
What do you use your phone for?
J. Well, I used it for texting and calls only. But my daughter told me about whatsapp, and
other social networks so I started using those. But I was told social networks do not
consume my data.
D. I can understand how you’re feeling. The system shows me that you used around 4 Gb
in data, while the months before you were using around 900 Mb, and you were able to use
1Gb. So I can infer that the new apps you are using are taking more data.
J. Mmmm ok, but the last customer representative told me this is an unlimited plan ?
D. Well, Sir, as I can see, the plan you recently chose is $12 overrated in contrast to the
before plan.
J. Oh wow, that’s too much for me. You extra charge me all the time, every single year you
increase your taxes and increase your rates without the customer known, that's the last
straw for me  
D. Yes sir, as I can see, I can suggest a shorter plan which reduces your data. Which
includes to 6Gb, and you will be able to use unlimited texts and calls. It will only take an
overrated of $3 in contrast to your previous plan. What do you think about that?
J.I dont know, let me think, everything you offer me is a long shot and the savings are not
seen . Mmmm ok, I'm going to try to see if it works.
D. Ok sir, so I will change your plan and it will be effective at the end of this month. Is it
anything else where I can help you Sir?
J. Yes, thank you. I am also using your home service internet.
D. Oh wow, I’m glad to hear that sir.
J. Don't even say it. I am having issues with the service on my laptop, if your company
continues like this you are going to lose some ground.  Could you please help me with
that?
D.Of course Sir. What kind of help do you need?
J. Well, It’s my first time using a laptop, but with the quarantine arriving, I am trying to be
connected with my grandchildren by an application named zoom, do you know what it is?
D. Of Course Sir, in fact, one of our benefits is to provide an extra data speed for those
kinds of applications. What do you need about this?
J. Well, I don’t really know how to use zoom in my laptop. When I open the app the screen
goes blank, So can you explain to me how to use it ?
D. Absolutely sir. Have you already got your laptop on?
J. Ok I see that we are on the same page, let me turn it on.
D. Fantastic! Now, what you need to do is to look for zoom in the web. What brand is your
laptop?
J. Sorry, but I don’t really know what brand it is, but my son mentioned that this brand is on
top of the market?
D. It’s ok sir. Can you describe the logo shape that is on the laptop?
J. Yes, it is like an bitten apple
D. Great! It’s a Mac. So the only thing you have to do is to click on the navigator. Which in
this case is Safari, the one which is like a compass… Can you see it there?
J. mmmm… Yes, I found it! But my son told me that the app is already installed in the
laptop, the only thing I need to know is how to set it up.
D. Ohhh, right. Much better. Ok, can you get in zoom?
J. Yes, I’m already getting in. But the only thing I see is Join a meeting and sign in.
D. Fabulous Sir. If you want to only join a meeting, you don’t need to Sign in.
J. Oh ok, but also I want to be able to start a meeting.
D. Right, so you need to create an account. Just click on the box which has “sign in” in
there, then, you have to click on Sign up and put your information like birthday, Name, Last
name and email address. 
J. Understood, I’m already filling in the information. You look like you are on a roll, helping
older people like me, I really appreciate your help.
D. It’s ok Sir