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Mock Call Script

Thank you for the information. Let me know if you need anything else.

Uploaded by

Maria Fernandez Santos
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528 views

Mock Call Script

Thank you for the information. Let me know if you need anything else.

Uploaded by

Maria Fernandez Santos
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Support: Thank you for choosing PULS in- Home Services.

This is ______________, who do I have


the pleasure of speaking with today?

Customer: *states name*

Support: Great________, and how can I assist you today?

Customer: (appliance repairs)

Support: Let’s start with your zip code to confirm availability


(Do not forget to provide empathy to the customer)

Customer: (States zip code)

Support: Thank you _____________, and Yes! We do have skilled and trained technicians near
your area. May I know what brand is the (type of appliance)?

Customer: (states type of appliance)

Support: What is currently happening with the (type of appliance)?

Customer: (reports problem)

Support: (verify information and provide script below)


Thank you for the details, we do have a $79 service call fee, and that fee is fully waived
when you have us repair your appliance.

The earliest availability is tomorrow, starting at 9AM -10AM to as late as 5pm-6pm.


Please let us know which time would work best for you.

Customer: (states time)

Support: Perfect, __________. As soon as your tech is assigned, you will receive a confirmation for
a one hour time frame within your availability. If there is a change, our dispatch team will
let you know.

Can you provide your complete address?


(make sure to verify and confirm)

Customer: ________________________________________

Support: Are you a renter, owner or landlord?

Customer: _________________________

Support: Can I get your first and last name spelled out please?
Customer: __________________________

Support: (confirm name and ask for the email address and phone number)

Customer: __________________ & __________________

Support: (confirm email and number)


Thank you _________, all details are placed in the system and you should be receiving a
text message once the technician is on the way or at the location.

Is there anything else I could help you with?

Customer: (inquiries)

Support: (if a question is raised just respond as best as you could, guidelines below)

Guides Section:
a. Warranty is 90 days from the original date of service
b. HQ is in California, service all cities in the US
c. Payment is made after the service, only through credit card or PayPal. Payment
is sent to their phone number and they could process it on their end
d. Tech will be using casual wear (no uniform), ID can be provided to confirm
technician. Email sent on appointment details
e. No cancellation fees
f. Cost of repair is to be determined on tech’s arrival

If that would be all, thank you for calling PULS. Have a good day!

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