Instructions

1. Please follow the sequence/steps on the guide and avoid adding, omitting,
modifying or interchanging any steps.

2. This assessment will measure the following:

a) Ability to sustain or control the conversation. (Call handling and communication
skills)
b) Ability to focus and understand the situation concern. (Situation analysis and
verification)
c) Ability to provide resolution/recommendation and ensuring customer satisfaction
(Identify customer’s needs, customer satisfaction)
d) Ability to clearly explain or provide the resolution/recommendation. (Problem
solving)

3. Should there be any questions or clarifications please do not hesitate to ask our
friendly assessors.

Note: Please make sure you have a pen and paper or calculator ready during the
Mock call.

Click on the appropriate link/s for you to be directed to the correct guide

▪ Customer service billing

▪ Technical support
▪ Technical support 2
▪ Sales
Role Play

Step 1: “Thank you for calling Digital Go Specialty team, my name is___ “May I have your
name please?
Step 2: Greet the customer and address them using their first or last name and ask for the
concern.

Step 3: Express your willingness to help and verify the following: (use the billing image
below to make sure about the information
▪ Account number
▪ Address
 ▪ Contact number

Step 4: Repeat the customer’s details and ask for the specific concern (ask necessary
questions if needed).

Step 5: Repeat or paraphrase the concern to check the understanding of the customer’s
issue/questions.
a. If no or incorrect, politely ask for additional questions to understand the concern or
the issue
b. If yes, then use the image below and explain/answer the customer´s concern

Programming and equipment Amount Remarks

Premium Entertainment Pack $45.99 Monthly subscription
One time pay view $3.99 UFC one time charge
Netflix $0.00 Free for 1month $5 will be charged on
promotion March 31, 2021.
Internet fee $5.99 Monthly subscription
Equipment fee $2.99 Monthly rental Cx rents the modem
equipment
Relocation fee $10.45 1 time movers charge January 1,2021 new
address, equipment/
connection transfer
Total charges $73.41 Due date: March 15, 2021

6. After explaning the bill verify if you were able to answer the customer’s concern
a) If no, ask more questions to resolve the customer’s concern.
b) If yes, ask the caller if they have additional concerns and check the product FAQ below.
 Digital Go FAQ
Please make sure to paraphrase the answers and avoid just reading them, always make sure
to sound natural.
Topic Question Answer
How can I avoid unauthorized Advise the customer that they can
changes or orders. set up a secondary password
access alert.

a. First password can access

the already existing
programs and access.
b. Secondary password will
prevent any changes and
will send alerts to the
authorize through the
customer’s mobile phone.

How do I set up passwords and a. Can always offer the

phone alerts. customer help from your
specialist.
b. Security settings tab on
the website.
Note for the customer: prepare
the Digital Go account number
initial website access.
Other changes How do I change my current 1. Log in to Digital go.com
package If I do not want to speak (use the first password)
to an agent? 2. Programming tab
3. Select the package or pay
per view show
4. Enter the second
password
5. Review the change,
amount, read the
reminders
6. Click save and finalized
Note: changes will reflect in 2
minutes.