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Call Center Training Before we begin… Pickan Avatar: Select a scenario: Billing Question New Customer Account Closure

New Customer scenario Before we begin… This scenario is notavailable in this demo. Please select a different scenario. Pickan Avatar: Select a scenario: Go Back Billing Question New Customer Account Closure

Account closure Before we begin… This scenario is notavailable in this demo. Please select a different scenario. Pickan Avatar: Select a scenario: Go Back Billing Question New Customer Account Closure

Scenarioback Before we begin… Pickan Avatar: Select a scenario: Billing Question New Customer Account Closure

Scenarioback2 Before we begin… Pickan Avatar: Select a scenario: Billing Question New Customer Account Closure

Scenarioback3 Before we begin… Pickan Avatar: Select a scenario: Billing Question New Customer Account Closure

Scenarioselected Before we begin… New Call Center Employee Select a scenario: In this scenario, youwillbehelping a customer with a billing question. The goal is to help the customer withtheirquestions , without escalating the situation Billing Question New Customer Account Closure Begin “Rosie”

"Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” "Hi, thank you for calling ComPay. My name is Rosie. How can I help you today?" Select a response “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” “Youprobablymisunderstood the guy, sothere is notmuch I can do about it. Whodidyou talk to?” Select Select

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” "Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” “Youprobablymisunderstood the guy, sothere is notmuch I can do about it. Whodidyou talk to?” “Be carefulwithyourwordswhenrespondingto a customer. Rememberthey are callingto get your help.” “Let’s continue the scenario andseeifyoucan de-escalate the situation.” Select Select Continue

"Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “No I’m afraid I don’t. He said they were running a promotion.” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” “Youprobablymisunderstood the guy, sothere is notmuch I can do about it. Whodidyou talk to?” “Great response! Remember, our customers are calling to get your help, so it is important to sound patient and willing to help.” “Let's continue with the scenario and see if you can keep the customer happy.” Select Select Continue

“No I’m afraid I don’t. He said they were running a promotion.” “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” “Well, I'm looking at your records. All I know is that they charged the $50.” Select Select

“No I’m afraid I don’t. He said they were running a promotion.” “Sure Rosie.” “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” “Well, I'm looking at your records. All I know is that they charged the $50.” “Great job. You seem to be de-escalating the situation by finding answers and remaining professional.” “Continue with the scenario and see if you can resolve the situation.” Select Select Continue

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “No I’m afraid I don’t. He said they were running a promotion.” “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” “Well, I'm looking at your records. All I know is that they charged the $50.” “Take your time when looking at a customer's account. Remember, it is easy to miss small details like promotion codes or payment errors.” “You still have an opportunity to de-escalate this situation.” Select Select Continue

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try.” Select Select

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “What rebate? What form? I don't have time for all this. Can I speak to your manager, please?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try.” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Select TryAgain Select Continue

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “Well, I suppose that is better than having to pay the fee. Thank you.” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try.” “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Select TryAgain Select Continue

“Sure Rosie.” “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form.” Select Select

“He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!” “Sure Rosie.” “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form.” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Select TryAgain Select Continue

“That works for me. Thanks for all your help!” “Sure Rosie.” “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form.” “Great job!” “The customer is clearly happy with the assistance you provided. Keep up the good work!” Select TryAgain Select Continue

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” Select Select

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” “Well it's your problem...ugh!” “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” “Trynotto take the customersfrustrationpersonally. Remembertheysimply want answerstotheirquestions.” “Youstill have an opportunity tode-escalatethissituationbystayingcalmand professional.” Select Select Continue

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” “I suppose so.” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” “Good job. You seem to be de-escalating the situation by finding answers and remaining professional.” ”Continue with the scenario and see if you can resolve the situation.” Select Select Continue

“I suppose so.” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select Select

“Fine, then can I speak to a manager? This is getting me nowhere!” “I suppose so.” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” “You’veclearlyleft the customer unhappyandfrustrated. Next time trybeing more patientandunderstandingabout the customerssituation.” “I adviseyoutotrythis scenario again.” Select TryAgain Select Continue

I think that will work. Thanks for all your help. “I suppose so.” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Select TryAgain Select Continue

“Well it's your problem...ugh!” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Well, you were wrong. I looked in your records and you have to pay the $50. That's our policy on all new accounts.” Select Select

“Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!” “Well it's your problem...ugh!” “You’veclearlyleft the customer unhappyandfrustrated. Next time trybeing more patientandunderstandingabout the customerssituation.” “I adviseyoutotrythis scenario again.” TryAgain Continue

“I suppose that will work. This is barely worth all the hassle!” “Well it's your problem...ugh!” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Well, you were wrong. I looked in your records and you have to pay the $50. That's our policy on all new accounts.” “It appearsyou have left the customer confusedandunhappy. Next time trybeing more patientandunderstandingabout the customerssituation.” “I adviseyoutotrythis scenario again.” Select TryAgain Select Continue

Scenarioselected Before we begin… New Call Center Employee Select a scenario: In this scenario, youwillbehelping a customer with a billing question. The goal is to help the customer withtheirquestions , without escalating the situation Billing Question New Customer “Tim” Account Closure Begin

"Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” "Hi, thank you for calling ComPay. My name is Tim. How can I help you today?" Select a response “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” “Youprobablymisunderstood the guy, sothere is notmuch I can do about it. Whodidyou talk to?” Select Select

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” "Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” “Youprobablymisunderstood the guy, sothere is notmuch I can do about it. Whodidyou talk to?” “Be carefulwithyourwordswhenrespondingto a customer. Rememberthey are callingto get your help.” “Let’s continue the scenario andseeifyoucan de-escalate the situation.” Select Select Continue

"Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “No I’m afraid I don’t. He said they were running a promotion.” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” “Youprobablymisunderstood the guy, sothere is notmuch I can do about it. Whodidyou talk to?” “Great response! Remember, our customers are calling to get your help, so it is important to sound patient and willing to help.” “Let's continue with the scenario and see if you can keep the customer happy.” Select Select Continue

“No I’m afraid I don’t. He said they were running a promotion.” “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” “Well, I'm looking at your records. All I know is that they charged the $50.” Select Select

“No I’m afraid I don’t. He said they were running a promotion.” “Sure Tim.” “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” “Well, I'm looking at your records. All I know is that they charged the $50.” “Great job. You seem to be de-escalating the situation by finding answers and remaining professional.” “Continue with the scenario and see if you can resolve the situation.” Select Select Continue

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “No I’m afraid I don’t. He said they were running a promotion.” “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” “Well, I'm looking at your records. All I know is that they charged the $50.” “Take your time when looking at a customer's account. Remember, it is easy to miss small details like promotion codes or payment errors.” “You still have an opportunity to de-escalate this situation.” Select Select Continue

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try.” Select Select

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “What rebate? What form? I don't have time for all this. Can I speak to your manager, please?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try.” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Select TryAgain Select Continue

“I know they charged me - that's why I'm calling. Can you look up the promotion?” “Well, I suppose that is better than having to pay the fee. Thank you.” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try.” “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Select TryAgain Select Continue

“Sure Tim.” “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form.” Select Select

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