MOCK CALL SCRIPT

Jamie Mata Coralde, LPT

Situation: A customer is calling about his/her current internet bill.

Goal: Give empathy to the customer. Acknowledge the issue and establish
rapport.
Agent Jam: Thank you for calling, AT&T Customer Service. My name is Jam. How
may I help you?
Customer: .........
Agent Jam: I understand your frustration. For me to assist you, can I ask for your
name, phone or account number please?
Customer: .....
Agent Jam: Well, I understand that you don't want to give your personal details.
But for me to be able to resolve the issue with regards to your internet bill, I need to
look over your account first for us to verify the problems on our behalf.
Customer: ........`
Agent Jam: I'm very sorry for the inconvenience that this have caused you. I would
probably feel the same way if I were in your shoes/situation. I assure you that we'll
take action on this. So, let me get first your account number, would that be, ok?
Customer: (finally agrees)
Agent Jam: Thank you, Pette. First, let me check if your name is correct. Is it Papa,
Echo, Tango, Tango, Tango. Is that correct?
Customer: ....
Agent Jam: Got it. I'm already reviewing your account and based on your e-receipt,
you have exceeded for the maximum internet usage that you have availed on your
plan.
And because you have agreed with our terms and conditions, you need to pay $5
for the delayed payment and extra charges.
Customer: ....
Agent Jam: Yes, Pette. But may I ask if how many persons are you in your
household?
Customer: .....
Agent Jam: See. That could be the reason for your extra consumption. If you
download applications, watch multiple videos all together.
Customer: ....
Agent Jam: Ok. Thank you for your patience. But, to make you at ease. I can give
you a one-time exemption for your first transaction. But on the second time of your
payment, you need to pay for it, depends on how much internet mbps you have
consumed.
Customer: ......
Agent Jam: You're welcome, Pette. I'm happy to assist you. Thank you and
goodbye.

PS: My past employment is in the Aviation Industry, and I have established

this customer service attitude while dealing with lots of irate pax on the
airport. This helped me to overcome my social anxiety.