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CallCenterTraining

CallCenterTrainingBefore we begin…

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Before we begin…

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Before we begin…

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Billing Question

New Customer

Account Closure

Select a scenario:

Before we begin…

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Billing Question

New Customer

Account Closure

Select a scenario:Go Back

This scenario is not available in this demo. Please select a different scenario.

Before we begin…

Pick an Avatar:

Billing Question

New Customer

Account Closure

Select a scenario:

Before we begin…

Pick an Avatar:

Billing Question

New Customer

Account Closure



Before we begin…

Pick an Avatar:

Billing Question

New Customer

Account Closure

Select a scenario:

Before we begin…

Pick an Avatar:

Billing Question

New Customer

Account Closure



Before we begin…

Pick an Avatar:

Billing Question

New Customer

Account Closure

Select a scenario:

Before we begin…

Billing Question

New Customer

Account Closure

Select a scenario:In this scenario, you will be helping a customer with a billing question.

The goal is to help the customer with their questions , without escalating the situation

Begin

New Call Center Employee

“Rosie”

"Hi, thank you for calling ComPay. My name is Rosie. How can I help you today?"

"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.”

“You probably misunderstood

the guy, so there is not

much I can do about it. Who did you talk

to?”

Select

“Well, let's look into that. Let

me pull up your account. Do

you remember who you talked

to?”

Select

Select a response





to?”

Select




to?”

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!”

“Be careful with your words when responding to a customer.

Remember they are calling to get your help.”

“Let’s continue the scenario and see if you can de-escalate the

situation.”

Continue





to?”

Select




to?”

Select

“No I’m afraid I don’t. He said they were running a promotion.”

“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.”Continue

“I see the $50 charge and a

promotion code on your

account.”

“May I put you on hold while I research this?”

Select

“Well, I'm looking at your

records. All I know is that they charged

the $50.”

Select




account.”


Select



the $50.”

Select


“Sure Rosie.”

“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.”

Continue



account.”


Select



the $50.”

Select


“I know they charged me - that's why I'm calling. Can you look up the promotion?”

“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.”

Continue


“You were right! The fee will be waived

in the form of a rebate.”

“Can I send you a rebate slip?”

Select

“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




Select

“What rebate? What form? I don't have time for all this. Can I speak to your manager, please?”

“It appears you have left the customer confused and unhappy. Next time, try being more patient

and understanding about the customer's situation.”

Try Again Continue





Select




Select

“Well, I suppose that is better than having to pay the fee. Thank you.”

“You did an okay job. The customer seems okay with the

result; however, you could have handled the situation better.”

Try Again Continue


in the form of a rebate. “


Select

“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

“Sure Rosie.”




Select





“Sure Rosie.”“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!”



Try Again Continue




Select





“Sure Rosie.”

“Great job!”

“The customer is clearly happy with

the assistance you provided. Keep up the good work!”

Try Again Continue

“That works for me. Thanks for all your help!”

“You're right, I'm sorry. Let me see what I can find out in the system.”


Select

“Listen, don't get mad at me! I didn't cause this problem.“

“Hold please.”

Select





Select


“Hold please.”

Select

“Try not to take the customers frustration personally. Remember they simply want answers to their

questions.”

“You still have an opportunity to de-escalate this situation by

staying calm and professional.”

Continue

“Well it's your problem...ugh!”



in the form of a rebate. Can I send you a rebate slip?”

Select

“Well, I found the $50 charge,

but there's nothing I can do about it - that's not

my department.”

Select

“Good job. You seem to be de-escalating the situation by finding


”Continue with the scenario and see if

you can resolve the situation.”

Continue

“I suppose so.”

“I suppose so.”



Select



my department.”

Select

“Fine, then can I speak to a manager? This is getting me nowhere!”



Select



my department.”

Select

“You’ve clearly left the customer unhappy and frustrated. Next time

try being more patient and understanding about the customers situation.”

“I advise you to try this scenario again.”

Try Again Continue

I think that will work. Thanks for all your help.



Select



my department.”

Select



Try Again Continue





Select

“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




Try Again Continue

“Well it's your problem...ugh!”“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!”




Select




Select

“It appears you have left the customer confused and unhappy. Next time try being more patient

and understanding about the customers situation.”


Try Again Continue

“Well it's your problem...ugh!”“I suppose that will work. This is barely worth all the hassle!”

Before we begin…

Billing Question

New Customer

Account Closure



Begin


“Tim”

"Hi, thank you for calling ComPay. My name is Tim. How can I help you today?"

"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.”




to?”

Select




to?”

Select

Select a response





to?”

Select




to?”

Select





situation.”

Continue





to?”

Select




to?”

Select









account.”


Select



the $50.”

Select




account.”


Select



the $50.”

Select


“Sure Tim.”




situation.”

Continue



account.”


Select



the $50.”

Select






Continue





Select




Select





Select




Select




Try Again Continue




Select





“Sure Tim.”




Select





“Sure Tim.”“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!”



Try Again Continue




Select





“Sure Tim.”

“Great job!”



Try Again Continue




Select


“Hold please.”

Select





Select


“Hold please.”

Select


questions.”



Continue





Select



my department.”

Select





Continue

“I suppose so.”

“I suppose so.”



Select



my department.”

Select




Select



my department.”

Select




Try Again Continue




Select



my department.”

Select



Try Again Continue





Select




Select




Try Again Continue





Select




Select




Try Again Continue


Before we begin…

Billing Question

New Customer

Account Closure



Begin


“Harriet”

"Hi, thank you for calling ComPay. My name is Harriet. How can I help you today?"

"Hi Harriet, 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.”




to?”

Select




to?”

Select

Select a response





to?”

Select




to?”

Select





situation.”

Continue





to?”

Select




to?”

Select









account.”


Select



the $50.”

Select




account.”


Select



the $50.”

Select


“Sure Harriet.”




situation.”

Continue



account.”


Select



the $50.”

Select






Continue





Select




Select





Select




Select




Try Again Continue




Select





“Sure Harriet.”




Select





“Sure Harriet.”

“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!”



Try Again Continue




Select





“Sure Harriet.”

“Great job!”



Try Again Continue




Select


“Hold please.”

Select





Select


“Hold please.”

Select


questions.”



Continue





Select



my department.”

Select





Continue

“I suppose so.”

“I suppose so.”



Select



my department.”

Select




Select



my department.”

Select




Try Again Continue




Select



my department.”

Select



Try Again Continue





Select




Select




Try Again Continue





Select




Select




Try Again Continue


ThankYouYou may exit this demo

Start over

call center training

Documents

rebate form

rebate slip

backthis scenario

different scenario

scenario back3before

service fee

okay job

good job