CSR WORKSHOP

SCRIPTING
CHANGING EXISTING
INFORMATION
CHANGING NAME,ADDRESS,PHONE
NUMBER
SCENARIO 1

Ms. Dorothy Johnson called to change her address on

her account because she just recently moved in. Her
new address is #45 Red Target Ave., Hemet,
California 94056.

Account Details:
Dorothy G. Johnson
B-day: July 6, 1978
Address: Unit 105, White Suites
Pacifica, California 94044
Scenario 2

Julie Nguyen called to change her sister’s name on the

account. Her sister, Ms. Janet Nguyen would like to change
her name to Ms. Janet Wayne because she got recently
married. Ms. Wayne is just around the house

Account Details:
Janet Nguyen
#28 Blue Circle Arcade
Phoenix, Arizona 95450
Birthday: January 18, 1968
SCENARIO 3

Mr. Ronald Sanchez called to change Mr. Alfred

Bank’s Phone number on the account.
Unfortunately, Mr. Banks is currently on a vacation.
He said he likes to change his phone number right
away.

Filos Connect
Account Details: 145 West Harbor St.
Alfred Banks Jackson, Florida 98634

#24 Pensacola Ave.

Backstreet, Florida 95450
Birthday: January 18, 1968
ACQUIRE INFORMATION
SCENARIO 1

Lana Richardson called to place her order for 23

units of portable DVDs for their Care Home. She
called in to call about what are the prices of the
DVDs and the total amount of her order.
BASIC PROBLEM OR DISPUTE