CSR CALL SCRIPT

Opening Spiel
Thank you for calling PSI my name is , may I have your name
please?

May I have the exam you’re taking and the State you’re testing for?

May I have your candidate ID number or confirmation number?

(If candidate does not have the candidate ID or confirmation number)

If you do not know your ID number, I can search by name .

Verification
If pulled up by Candidate ID or Confirmation number verify at least two information, Sample:
For verification, can you please provide your and ?

If pulled up by Name/Phone Number/Email verify at least three information, Sample:

For verification, can you please provide your , and ?

**What they can use for verification is the candidate’s date of birth, street address & city,
zip code, phone number, email, school and last resort would be the registration date (can
be month and year if they do not know in exact)

Payment

Please be informed that your examination fee is dollars.

**CSR collects the card information

VERBAL PAYMENT AUTHORIZATION SCRIPT:

Again, we are processing your payment for the (Mention Exam Name) with the (Mention
Portions if there are any) for dollars. Payment is non-refundable and non-transferrable,
should I proceed and submit your payment?

Scheduling
The closest site to you is . (look for additional locations if asked)

My first available date is . (look for additional dates if asked)

**Once the candidate has selected the date and time

Alright, before I proceed in saving your appointment again, you will be taking this on (Mention
Test Center Name) on (Mention Selected Date) and your preferred time is (Mention Selected
Time) Should I proceed and save the schedule?

**Always make sure that the candidate understands the reserved appointment very well.
Appointment Reminder Spiel for Scheduling

Again, you are scheduled for the (Mention Exam Name) with the (Mention Portions)

At our (Mention Test Center Name/Location) on (Mention Date) at exactly (Mention Time)

Please arrive 30 minutes prior to your start time to avoid forfeiting your fees.

You are required to bring _#_ forms of ID – (Provide all other items that may be required)

You must contact us within (Check rescheduling policy on how many hours should the
candidate contact us before the examination date) hours prior to your exam date to cancel or
reschedule, to avoid forfeiting your fees.

I’m emailing your schedule confirmation and the candidate information bulletin which has a link
to our online bookstore

Closing

It is your responsibility to review the Candidate Information Bulletin and your confirmation email.

Is there anything else? (Make sure to cover all the candidate’s concern)

CSAT Closing Spiel:

“Your feedback is important to us. At the end of this call, we would like to invite you to

participate in a brief Customer Service Survey. Please stay on the line if you would like to

participate……. thank you for calling PSI. Have a great day!