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BATCH 6

MOCK CALL SCRIPT WRITING

THE CUSTOMER WILL DECIDE TO MAKE A PAYMENT
1. ASK THE CUSTOMER WHAT MODE OF PAYMEHT : DEBIT CAR OR DEBIT CARD.
2. WHAT IS NAME OF THE BANK? VISA, MASTERCARD, AMERICAN EXPRESS, AND DISCOVER
CARD
3. WHAT IS THE CARD NO. ? DEBIT 16 DIGITS PLACED IN FRONT OF THE CARD
4. WHAT IS NAME PRIMTED ON THE CARD/ F THE CUSTOMER I TS MY NAME PRINTED ON
THE CARD. REPEAT THE NAME
5. IM ACTUALLY USES SOMEONES CARED : ASK THE CUSTOMER DOU YOU HAVE AN
AUTHOTRIZATION TO USE THIS CARD FOR THIS PAYMENT
6. WHAT IS THE EXPIRATION DATE OF YOUR CARD? THE MONTH AND THE YEAR.
7. WHAT IS THE SECUITY PIN. LPOCATED AT THE BACK OF THE CARD, THAT WOULD BE THE
LAST 3 DIGITS AT THE BACK OF THE CARD.
THERE YOU GO MA’AM THE PAYMENT WAS SUCCESSFULLY
BECAUSE I AM GOING TO
CONFIRMATION NUMBER : SERVES AS THE RECEIPT
1. Balance to Pay: $35
Due date: August 20, 2023

Opening Spiel: Thank you for calling CCA. My name is Pauline. How may I help you today?
Customer:

Paraphrasing: As I understand it, you're calling today because of a notification about your balance.
Customer:

Empathy: Oh, I understand where you're coming from; I would feel the same way if I were in the same
situation, and I apologize for any inconvenience this has caused you.
Customer:

Assurance: But don't worry; rest assured that I'll be here to assist you.
Customer:

Verification: Is it okay if I acquire your first and last name, as well as your account number, to validate
your account?
Customer:

Probing: Would you mind if I asked you a question to better understand the situation as it is?
When was the last time you paid a bill?

Hold Time: I see. Is it okay if I put the call on hold for two minutes, Mr. Blues? I'll just look into your
account on our system.
Customer:

Resolution: Thank you for your patience while waiting on the line; as I've checked, the reason you
received a balance message is because you failed to pay the previous month's bill. If you like, I may
process the payment over the phone.
Customer:

‌ ay I have your card name and account number, Mr. Blues?

M
‌To repeat, your card name is Jeremy Blues Jr., with a 36702114 card number, and you are paying $35.
‌Great. May I hold you for a minute to process the payment? Thank you.
‌Hello, and thank you for waiting. I have already processed your payment; you’ll receive a notification in a
while about your payment.
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Confirmation: Have I answered all your concerns for today?

Customer:

Offered Additional Assistance: Perfect. Is there anything else I can help you with?
Customer:

Recap: A quick recap: You have called us because you received a notification for your balance of $35
that is due on August 20, 2023. We found out that you missed a payment, so we processed an over-the-
phone payment for you, and you'll receive a notification of your payment in a while.
Customer:

Closing Spiel: Thank you for calling CCA. Again, I’m Sophiah, and I'm happy to help you with any other
questions you may have. Goodbye!

Documentation:
First and Last Name: Jeremy Blues, Jr.
Account Number: 36702114
Issue: Receiving a notification for balance
Solution: Payment over the Phone

______________________________________________________________________
2. Delayed Delivery
Customer: Jeremy Blues Jr.
Order number: 12345
Reason: Bad weather for where the items are coming

Opening Spiel: Thank you for calling CCA. My name is Pauline. How may I help you today?
Customer:

Paraphrasing: Okay, as I understand, you’re calling us for a delay of your order for about three days, and
you needed it as soon as possible.
Customer:

Empathy: I’m very sorry for experiencing that; I would feel the same way if that happened to me. Again, I
apologize for any inconvenience this has caused you.
: I understand what you are coming from and I do apologize for the inconvenience it has caused
you.
Customer:

Assurance: I've encountered this issue before, and I assure you that I'll be there to help you.
: Don’t worry, Sir. I am here to help you resolve this concern. I assure that everything will be okay.
Customer:

Verification: Is it okay if I get your first and last name, as well as your order number, to check on it?

Customer:

Probing: Mr. Jeremy, may I ask you a question please? May I ask when your order was placed?
Customer:

Hold time: I see. Your order number is 12345 under Jeremy Blues Jr.'s account and was placed last
______. Am I right? May I put you on hold for two minutes to check on your order in our system? Thank
you!
Customer:
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Resolution: Hello, and thank you for your patience while waiting on the line. I found that your order is still
in cargo. It is delayed due to the bad weather it came from and probably will be delivered to you in the
next five days. Anyway, I can message the courier about your concern so it can be put in the priority order
to deliver. Can I get your email address or phone number for us to message you if your order can be
delivered as soon as possible with the courier’s notification to us?
Customer:

Confirmation: Great. To repeat, your name is Jeremy Blues with the order number 12345, and your phone
number is 567890, right?
Customer:

Offered Additional Assistance: Nice, is there anything else I can assist you with?
Customer:

Recap: Okay, to sum up, you’re calling us because of your delayed order, and we found out that it’s still in
its cargo because of the bad weather it came from. I’ll be raising this concern with the courier so it can be
put in the priority order to be delivered and possibly arrive within the next five days.
Customer:

Closing Spiel:Thank you for calling CCA. Again, I’m Sophiah, and I'm happy we could make this right for
you. Have a wonderful day.

Documentation:
First and Last Name: Jeremy Blues Jr.
Order Number: 12345
Issue: Delayed Order
Solution: Raising the concern with the courier and sending a message to the customer regarding the
order delivery date

______________________________________________________________________
3. Missing Item
Customer: Jeremy Blues Jr.
Order number: 12345

Opening Spiel: Thank you for calling CCA. My name is Sophiah. How may I help you today?
Customer:

Paraphrasing: Okay, as I understand it, you've called us today about your missing orders. You only got
two encyclopedias instead of five.
Customer:

Empathy: I understand how inconvenient this has been for you, and I appreciate your patience in this
matter. Mr. Blues, I apologize for the delay in service.

Customer:

Assurance: But don't worry, I'll be right here to help you.

Customer:

Verification: Is it fine if I get your first and last name, as well as your order number, to check on it and see
what I can do to help?
: For verification, purposes may I please have your first and last name and account number? Just
to verify, your name is
Is it okay if I call you by your first name.
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Customer:

Probing: To further understand the issue, would you mind if I ask you question?
Do you happen to know where your items came from?

Customer:

Hold time: I see. Your order number is 12345 under the Jeremy Blues account. Is this correct? May I put
you on hold for two minutes while I check on your order in our system why the items got delayed. Thank
you so much!
Customer:

Resolution: Hello, and thank you for your patience while waiting on the line. I discovered that you do not
have any incomplete orders; rather, your items were out of stock at the provider's main facility, which is
why the seller requested the remaining items at another warehouse. The remaining three encyclopedias
will arrive in the next three days after being shipped separately from a different storage facility In the
meantime, I can message the seller about your concern and ask them to check on your items if you would
like. Can I get your email or phone number so we can message you about this and see if they have
responded?

Customer:

Confirmation: Great. To repeat with, your name is James Blues, and your order number is 12345, and
your email address is jeremy_bluesjr@hotmail.com, right?
Customer:

Offered Additional Assistance: Perfect, is there anything else I can help you with?
Customer:

Recap: As a recap, you're calling today because you received only two encyclopedias instead of five on
your orders. We discovered that it was not incomplete, but instead it will be delivered within the next three
days because the seller is out of stock of your items and has requested your remaining items be sent to
another warehouse. I got your email address to be able to contact you regarding your concern, as I have
discussed it with the retailer.

Customer:

Closing Spiel: Thank you again for calling CCA, I am Sophiah. Have a wonderful rest of your day!

Documentation:
First and Last Name: Jeremy Blues Jr.
Order Number: 12345
Issue: Missing items, three encyclopedias
Solution: Raising the concern with the seller to check the order and sending a message to the customer
for the response.