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CALL CENTER MOCK CALLS SCRIPT SAMPLE - CUSTOMER SERVICE Situation: A customer is calling about her account balance. Customer's Profile: Female, Age is 25-30yrs old, calm. Goal: Answer customers inquiry in a timely manner . Agent: It's a good day today at Bank of Wealth, my name is Heather, How can I help you? Customer: I would like to know my remaining money in my account. Agent: I'll be glad to help you. May I please get your Bank Account number and the Name on the Account? Customer: Sure, it's Tracy Q. Randall, account number is 805-7845-3895-061 Agent: Thank you, let me just check on it. Ok, can you please, verify the last four numbers of your social security ID? Customer: It is ****. Agent: You still have 84 thousand and 65 cents. Is there anything else that I could assist you with? Customer: Yes, If I transfer it to my bank account in Lloyds of London, how long will it take? Agent: If we do the transaction over the phone or online, our team will still contact you for verification prior sending your money to a different bank. The whole process usually just takes 2-3 days. Customer: Oh, I see, never mind, I'll just do it after the holidays. Thanks for your help, Heather! Agent: You are very much welcome, Ms. Randall! You have a great day and Thank you for calling Bank of Wealth. Good Bye! CALL CENTER MOCK CALLS SCRIPT SAMPLE - SALES Situation: A customer is calling in to order a Pizza. Customer's Profile: Male, Age is 45 yrs old, in a hurry Goal: Place the order and offer the customer to upgrade their orders. Agent: This is Mike of Pizza Loco, what is your name and what would you like to order?!
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  • Summer '17
  • Maricar Bueneventura

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