Role-Playing / Call Handling
Handling Different Scenarios
1
A: As I can see here, Ms. Jayne Smith is the primary holder of this
account. May I ask, what is your relationship with her?
C. She is my sister.
A: I need to talk to Ms. Jayne Smith for verbal authorization. Is she
with you right now?
If yes: Hello Ms. Jayne, Ms. Nguyen called us and wants to make
changes in your account/ wants some information from your
account. Are you authorizing Ms. Nguyen to make changes in the
account/ have the details from your account?
>YES: in order for me to help Ms. Nguyen, I need the last 4
digits of your SS#.
If No: My apology but we need a verbal authorization from the
primary holder for us to change the information you are requesting.
I advise you to call us back and change the information when she is
around.
Opening
A: Thank you for calling _______, my name is . May I have your first
and last name please?
C: _______________.
A: Hi/Hello Mr./Ms.____________, is it okay if I call you by your
first name or would you rather be called by your last name?
C: _______________.
A: (Acknowledge the customer)
Meeting
A: So, Mr./Ms. ___________, how may I help you today?
What assistance do you need today Mr./Ms.___________?
C: __________________________
A: (Acknowledge the customer concern) Empathize/ Reassure
• I understand your concern Mr/Ms but before
that, may I have your for me to pull up your
account.
• Definitely I’ll look into that Mr/Ms but may I
have your for me to pull up your account.
• Of course Ms/Mr I’ll do that for you. For Security reasons,
I need your in order for me to pull up your
account information.
C: ______________________________.
A: Thank you for that Ms/Mr . A: As I can see here,
Ms. Jayne Smith is the primary holder of this account. May I ask,
what is your relationship with her?
C. She is my sister.
A: I see, Ms. Nguyen for security purposes I need to talk to Ms.
Jayne Smith for verbal authorization. Is she with you right now?
If yes: Hello Ms. Jayne, Ms. Nguyen called us and wants to
make changes in your account/ wants some information from your
account. Are you authorizing Ms. Nguyen to make changes in the
account/ have the details from your account?
>YES: in order for me to help Ms. Nguyen, I need the last 4
digits of your SS#.
If No: My apology but we need a verbal authorization from the
primary holder for us to change the information you are requesting.
I advise you to ccall us back and change the information when she is
around.
(Confirming question if necessary)
A: While I look into your account, how are you today?
C: _____________________________________.
(GIVE THE ANSWER/SOLUTION/INFORMATION)
CLOSING
A: Would there be anything else I can help you with?
A: just a qiuck reminder
• just a quick recap...
• Before we end…..
• Again Mr/Ms …
• Alright Mr/Ms , what we did today is to ….
A: Thank you for choosing (name of company). Have a wonderful
day. Goodbye
Opening
A: Thank you for calling _______, my name is . May I have your first
and last name please?
C: _______________.
A: Hi/Hello Mr./Ms.____________, is it okay if I call you by your
first name or would you rather be called by your last name?
C: _______________.
A: (Acknowledge the customer)
Meeting
A: So, Mr./Ms. ___________, how may I help you today?
What assistance do you need today Mr./Ms.___________?
C: __________________________
A: (Acknowledge the customer concern) Empathize/ Reassure
• I understand your concern Mr/Ms but before
that, may I have your for me to pull up your
account.
• Definitely I’ll look into that Mr/Ms but may I
have your for me to pull up your account.
• Of course Ms/Mr I’ll do that for you. For
Security reasons, I need your in order for me to
pull up your account information.
C: ______________________________.
A: Thank you for that Ms/Mr . (Confirming question if
necessary)
A: While I look into your account, how are you today?
C: _____________________________________.
(GIVE THE ANSWER/SOLUTION/INFORMATION)
CLOSING
A: Would there be anything else I can help you with?
A: just a qiuck reminder
• just a quick recap...
• Before we end…..
• Again Mr/Ms …
• Alright Mr/Ms , what we did today is to ….
A: Thank you for choosing (name of company). Have a wonderful
day. Goodbye
Scenario 3: Product Quality Issue
Agent (A):Thank you for calling [Your Company's Name]. My name is
[Your Name]. May I have your first and last name, please?
Hi/Hello, [Customer's First Name], is it okay if I call you by your first
name, or would you prefer to be called by your last name?
(Acknowledge the customer)
So, [Customer's First Name], how may I help you today? What
assistance do you need today, [Customer's First Name]?
Customer (C):I purchased a product, but it has several defects. It's
not up to the quality I expected.
Agent (A):
I'm truly sorry to hear that you received a product with quality
issues, [Customer's First Name]. I understand how disappointing
that can be.
Can you please provide details about the defects you've noticed?
This will help us address the issue more effectively.
Additionally, may I have your order number or any relevant
information about the purchase so I can investigate this further?
Thank you for sharing the details, [Customer's First Name]. I'll
review your order and the reported defects.
While I look into this, may I ask if the product is still in your
possession, or have you disposed of it?
Customer (C):I still have the product with me, but it's clear that the
quality is not what was advertised.
Agent (A):Thank you for retaining the product, [Customer's First
Name]. This will help us in resolving the issue.
I appreciate your patience while we investigate this further. I'll
arrange for a return or exchange of the defective product.
Once we receive the product, we'll process the return or
replacement, and you'll receive an email confirmation.
Is there anything else you'd like to discuss or any other concerns
you have regarding this issue?
Customer (C): No, that covers my main concern. I hope the
replacement will be of better quality.
Agent (A):
Thank you for your understanding, [Customer's First Name]. We'll
ensure the replacement is of the expected quality.
If you have any more questions or encounter any issues in the
future, please feel free to contact us.
We appreciate your feedback, and we're committed to providing you
with the best products and service.
Thank you for choosing [Your Company's Name]. Have a great day.
Scenario 4: Shipping Delay
Agent (A):Thank you for calling [Your Company's Name]. My name is
[Your Name]. May I have your first and last name, please?
Hi/Hello, [Customer's First Name], is it okay if I call you by your first
name, or would you prefer to be called by your last name?
(Acknowledge the customer)
So, [Customer's First Name], how may I help you today? What
assistance do you need today, [Customer's First Name]?
Customer (C):I placed an order, but the shipment is delayed, and I
need it urgently.
Agent (A):I'm sorry to hear about the delay in your shipment,
[Customer's First Name]. I understand the urgency.
To assist you better, may I have your order number or any relevant
information about the order?
Let me pull up your order to investigate this delay.
Thank you for providing that, [Customer's First Name]. While I
review your order, may I ask if you've received any tracking
information for the shipment?
Customer (C):I did receive tracking information, but it hasn't been
updated for days, and the delivery date has passed.
Agent (A):Thank you for sharing that, [Customer's First Name]. I'll
look into this for you.
I see the order, and it appears there's a delay in the shipment, which
I apologize for.
To resolve this, I'll escalate the issue to our shipping department to
expedite the delivery.
You'll receive an updated tracking status shortly, and we'll ensure
the delivery is prioritized.
Is there anything else you'd like to discuss or any other concerns
related to your order?
Customer (C):No, that addresses my main concern. I hope to receive
the package soon.
Agent (A):Thank you for your understanding, [Customer's First
Name]. We'll do our best to get your package to you as quickly as
possible.
If you have any more questions or experience any further issues,
please don't hesitate to reach out to us.
We value your business, and your satisfaction is our top priority.
Thank you for choosing [Your Company's Name]. Have a wonderful
day.
Scenario 5: Incorrect Order
Agent (A):Thank you for calling [Your Company's Name]. My name is
[Your Name]. May I have your first and last name, please?
Hi/Hello, [Customer's First Name], is it okay if I call you by your first
name, or would you prefer to be called by your last name?
(Acknowledge the customer)
So, [Customer's First Name], how may I help you today? What
assistance do you need today, [Customer's First Name]?
Customer (C):I received the wrong product in my order. This isn't
what I purchased.
Agent (A):I'm truly sorry to hear that you received the wrong
product, [Customer's First Name]. I understand how frustrating that
can be.
To assist you, may I have your order number or any relevant
information about the order?
Let me pull up your order to investigate this issue.
Thank you for providing that, [Customer's First Name]. I'll review
your order and the incorrect product you received.
While I look into this, may I ask if you still have the incorrect
product in your possession?
Customer (C):Yes, I still have the incorrect product.
Agent (A):Thank you for retaining the incorrect product, [Customer's
First Name]. This will help us in resolving the issue.
I appreciate your patience while we investigate this further. I'll
arrange for a return of the incorrect product and the shipment of the
correct one.
Once we receive the incorrect product, we'll process the return and
expedite the delivery of the correct item. You'll receive an email
confirmation.
Is there anything else you'd like to discuss or any other concerns
related to your order?
Customer (C):No, that covers my main concern. I hope to receive the
correct product soon.
Agent (A):Thank you for your understanding, [Customer's First
Name]. We'll ensure the correct product reaches you as quickly as
possible.
If you have any more questions or encounter any issues in the
future, please feel free to contact us.
We value your feedback, and we're committed to providing you with
the right products and excellent service.
Thank you for choosing [Your Company's Name]. Have a great day.
Scenario 6: Technical Support
Agent (A):Thank you for calling [Your Company's Name]. My name is
[Your Name]. May I have your first and last name, please?
Hi/Hello, [Customer's First Name], is it okay if I call you by your first
name, or would you prefer to be called by your last name?
(Acknowledge the customer)
So, [Customer's First Name], how may I help you today? What
technical assistance do you need today, [Customer's First Name]?
Customer (C):I'm facing technical issues with your product, and I
need help to resolve them.
Agent (A):I'm sorry to hear that you're experiencing technical
issues, [Customer's First Name]. I understand how frustrating that
can be.
To assist you, may I have your account or product serial number, or
any relevant information to identify the issue?
Let me pull up your account or product details to investigate the
technical problem.
Thank you for providing that, [Customer's First Name]. While I
review your account or product information, may I ask if you could
describe the technical issue you're encountering in more detail?
Customer (C):I'm having trouble with [specific technical issue], and
it's preventing me from [describe the problem's impact].
Agent (A):Thank you for describing the issue, [Customer's First
Name]. I'll work on resolving this for you.
Based on your description, it appears to be a [briefly identify the
problem]. I'll guide you through the troubleshooting steps to fix this.
Please follow these instructions: [Provide specific troubleshooting
steps].
Did that resolve the issue, [Customer's First Name]?
Customer (C):
I followed the steps, but the issue persists.
Agent (A):
I appreciate your efforts, [Customer's First Name]. Let's explore
another solution.
It seems the issue might require a more in-depth analysis. I'll create
a technical support ticket for you.
Our technical support team will review your case and reach out to
you within [mention a timeframe] to provide further assistance.
In the meantime, is there anything else you'd like to discuss or any
other technical concerns you have?
Customer (C):
No, I'll wait for the technical support team to contact me. Thank you.
Agent (A):
You're welcome, [Customer's First Name]. Our technical support
team will be in touch soon.
If you have any more questions or face any other issues, don't
hesitate to reach out to us.
We appreciate your patience, and we're committed to resolving the
technical problem to your satisfaction.
Thank you for choosing [Your Company's Name]. Have a great day.
