Darvy – Agent

Marlou - Customer

CALL CENTER MOCK CALLS SCRIPT - RETENTION / SERVICE

Situation: A customer is calling about her Internet Service. The Customer is very upset
because, Technical Support can't replace her modem. Her DSL Modem/Router is already out
of warranty. And, claims he can't afford modem and he'll just change to a different Internet
Service Provider.
Customer's Profile: Female, Age is 75 years old, and very irate.
Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.

Agent: Thank you for choosing, Rocket Speed Internet. My name is Darvy. How can I make you a
Very Satisfied Customer today?!

Customer: I was speaking a while ago with Jerry, and he says that my modem is malfunctioning.
Unfortunately, I'm a retired teacher, and I can't really afford paying for a new modem. So, I would
rather just cancel my Internet Service, and try my luck with a different Internet Service Provider!

Agent: Oh, I'm so sorry to hear about that Sir. Don't worry, I'm here to help you out. Let me see
what I could do for you, let's start first by verifying your account number, is that OK with you?!

Customer: I already gave my number to the previous agent, but, here it is again, for the nth time.
Here’s my account number 860-995-12345678, By the way I am Sam Guidotti .

Agent: Thank you Mr. Guidotti, so, that is 860-995-12345678, is that correct?

Customer: Yes. And, if you will ask, that's also my call back number.

Agent: May I please verify the last four number of your Social Security Number?

Customer: Okay! It is 5555.

Agent: Got it, thanks! I believe that you've been with Rocket Speed Internet for quite a while now.
And, honestly, we don't really want lose customers just because of a bad modem. Here's how I can
help you; I'll be checking your records and accounts and to see what are the problem that you
encountered.

Customer: You see, If you check your records, I've been actually calling you almost every other
day for the past few weeks. You guys, just wasted my time, and I can't believe that I'm still with you
folks!

Agent: Mr. Guidotti, I understand your situation, and I would feel the same way if I'm in your
situation. So, please, calm down, and stop yelling at me. Let me tell you what I could do for you,
OK? Just give me a minute...

Customer: I'm so sorry, I'm not really taking it on you, and I am not trying to be a difficult
customer. It's just that I've had so much stress, more than I can actually imagine. But, please, go on.

Agent: OK, _here's what I can do for you_. Since, you've been with Rocket Speed Internet for
more than 5 years now. I'm going to get you a free modem, with Wireless capability, absolutely,
free of charge! And, I'll place the order now, for overnight shipping. So, that means, you'll get the
free modem by tomorrow.

Customer: Wow, that's actually great! Thank you so much!

Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old
package, instead of getting max of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you
could still have it for an additional 5$ a month, or, if you are not satisfied, you could just simply
downgrade your plan, back to the old package.

Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll be staying with you
guys for a very long time, and I would be glad to recommend you to all of my friends!

Agent: Well, I'm so glad to hear it from you. Do you have a pen and paper, so you can write down
your order number?

Customer: Ok, I have it.

Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this modem by
tomorrow. For the setup, if you can't follow the setup instructions on the manual. We have our
24/7 Technical Support hotline who can help you setup your new modem. So, would there be
anything else that I could assist you with?
Customer: I'm speechless, Darvy, all I can say now is THANK YOU!

Agent: You're very much welcome, Mr. Guidotti. Let me summarize everything, we will get you a
free modem with wireless capability, absolutely free of charge and we will be placing the order now
for the overnight shipping for you to be able to get and receive it by tomorrow. And also I'll be
signing you up for a free6 month trial speed upgrade. So from your old package, instead of getting the
max of 3 Mbp, you will get 6Mbps. After 6 months you can still have it for additional $5 a month.
And if your not satisfied you could just simply downgrade your plan back to your old package.

Customer: Yes, Darvy, you did a great job, sweetie! Goodbye!

Agent: Thanks Mr. Guidotti, and Again, my name is Darvy, Thank you for choosing Rocket
Speed Internet! Enjoy the rest of your day!

Agent: Thanks again, Good bye!