Mock Call Script

Agent: Hi. Thank you for calling. My name is Dhan. How may I help you?

Client: Hello. Good day! I am calling because your company overcharged me for two consecutive months by $15
dollars. Why is that?

Agent: I'm so sorry for the inconvenience that you have on your billing. Do not worry I am very much willing to help
you out. Can I ask for your full name and account number please?

Client: Sure! My name is _________ and my account number is 718-204-0826

Agent: Thank you _______. Let me verify your account. Your account has a $35 monthly plan which includes
unlimited call and text and 500 mb of data. However, I can see in your account that you have a $10 charge for extra 1
gb of data usage and also you got a $5 charge for the late payment fee which automatically charges if the due is
missed. So your total charges is $15 is that right?

Client: Ohh... ohh yes Dhan! That's right.

Agent: May I know how you use your data? Or how long did you spend using it?

Client: Umm just watching videos on Facebook and YouTube for about 4 hours in a day.

Agent: Okay Fantastic! Since streaming video on sites like Facebook or YouTube is one of the biggest causes for
sucking up your data that's why you exceeded the 500 mb data plan

Client: Oh is that so? Which other plans offer more data, please?

Agent: So there are other monthly plans that we offer. Since, based on your monthly data usage you consumed
almost 2 gb per month. I would recommend, if you would like to upgrade your monthly plan. We offer a $50 monthly
plan which includes unlimited call & text and 5 gb of data and also, we offer a $60 monthly plan which includes
unlimited calls & texts and unlimited data. Which one is more convenient to you?

Client: Thank you Dhan for providing options on my monthly plan. In that case, I would like to avail the $60 monthly
plan

Agent: Okay ____ that would be great. With regard to your payment I would like to recommend to activate the
automatic payment on your account. This is an online payment which will charge you before your due date to avoid
extra charges for late payments. Is that okay?

Client: OKAY

Agent: Please allow me to have a short recap of what we have discussed today. Your Name is _______, your account
number is 718- 204- 0826. Your previous $35 monthly plan is upgraded to a $60 monthly plan which includes
unlimited call and text and unlimited data. Is there anything else I can help you with?

Client: None Dhan. That is just my concern. Thank you so much.

Agent: Thank you for calling Safe Travel and Tours. My name is Dhan. How may I help you?

Client: Hello. Good day! I would like to ask for your assistance. I received a text message just this morning that my
flight under American Airlines that is bound from Texas to California, scheduled tomorrow August 23, 2023 has been
cancelled due to some mechanical issues. I would like to ask if I can rebook my ticket within that day because I have
to attend an important meeting.

Agent: I'm so sorry for the inconvenience ma'am. Do not worry I am very much willing to help you out. Can I ask for
your full name, address, and phone number please?

Client: Sure! My name is Angie Aurelio, my address is 5501 Grant Avenue, Medford, Texas, and my phone number is
718-204-0826

Agent: Thank you ma'am Angie. Let me verify the information I pulled from your profile. Your flight is supposedly
scheduled tomorrow August 23, 2023 under American Airlines at 7:00 AM bound from Texas to California. Is that
right?

Client: Yes Dhan! That's right I would like to ask if there are other available flights within that day?

Agent: For tomorrow's flight under American Airlines, we have two other scheduled flights. The first one is at 10:00
AM with the base fare of $39.98 dollars and the other one is scheduled at 3:00 PM with the base fare of $45 dollars.
Those are the other available flights for tomorrow. Which one is convenient to you ma'am?

Client: Thank you Dhan. In that case, I would like to rebook my flight at 10:00 AM since the base fare is much lower
compared to the other flights. Is that okay?

Agent: Yes ma'am that's totally fine. Do you want me to book it now?

Client: Yes please.

Agent: Okay ma'am please hold on a sec.

------------- ON HOLD ------------------

Agent: Hello ma'am. I already booked your flights. According to your account, you already paid $38 dollars and your
rebooked flight cost $39.98 dollars, in that case, the airlines would like to give you a discount to show our deepest
apologies for the inconvenience. Is that okay ma'am?

Client: Yes thank you so much.

Agent: Okay ma'am please allow me to have a short recap of what we have discussed today. Your Name is Angie
Aurelio, your address is 5501 Grant Avenue, Medford, Texas and your phone number is 718- 204- 0826. Your flight
was rebooked at the same airlines at 10:00 AM. Just to give you some reminders, our check in time is 1 hour before
the departure. You must present 2 valid ID's upon check in. Is there anything else I can help you with?

Client: None Dhan. That is just my concern. Thank you so much.

Agent: You're welcome ma'am. Again thank you for choosing Safe Travel and Tours. Have a great day ahead! Bye.