ADVANCED MANUAL HELP

Oscar Montes

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 TOPIC PAG TOPIC PAG
PENSEMOS EN ESTO… 3 CUSTOMER HANDLING
BEFORE GETTING A JOB 4 Abusive customer situation 36
SALES SERVICE ROLE PLAYS How to gather info from the customer 37
Selling a cell phone 5 CALL PROCESSES
Selling internet service 7 Transfer a call 37
Retention (Outbound call) 8 Conference a call 38
Retention (Inbound call) 9 Place customer on hold 38
Hotel reservation #1 11 How to de-escalate a call 38
Hotel reservation #2 13 TECH SUPPORT INSTRUCTIONS
Price match 14 Canceling Netflix account 39
Credit card upgrade (Outbound) 15 Creating a Netflix account #1 39
CUSTOMER SERVICE ROLE PLAYS Creating a Netflix account #2 40
Car rental 16 Creating a Gmail account 41
Health care insurance 18 Creating a Facebook account 42
Billing customer service (AT&T) 20 PLAY STATION TROUBLESHOOT STEPS
Fraud charges 21 Change password on Play 4 42
Declined credit card 22 Change password on web browser 42
Cancelling booking reservation 23 Other troubleshooting steps for Play 4 43
Saying “NO” without saying NO 24 Play station refund policy 44
TECH SUPPORT ROLE PLAYS AMERICAN CULTURE INFO
Cellphone issue 24 United states holidays 45
Computer issues 26 Top 10 most popular sports in us 46
Removing an account 27 America's top ten sporting events 48
Modem issues 29 Phonetic alphabet 50
Modem reset 30 OVERCOME E4CC REJECTION
Creating a tech support email 31 From the beginning of the interview 50
CUSTOMER HANDLING At the end of the interview 51
Negative empathy statements 32
Negative statement (Apology) 33
Negative statement (Sorry) 33
Positive empathy statements 33
Positive statement 34
Other empathy statements 34
Statements for angry customers 34
Statements for abusive customers 35
Angry customer situation 35

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 PENSEMOS EN ESTO…
¿A veces, en algunos casos nuestra familia no quiere que trabajemos en un Call Center
porque dicen que nos pueden seguir ayudando, y que mientras ellos puedan ayudarnos,
para que trabajar? Entiendo ese punto y está bien, pero… Trabajar en un Call Center te dará
4 beneficios o más a la larga:

1- EXPERIENCIA LABORAL:
Muchas de las personas que solo se dedican a estudiar y no a trabajar a la vez, no
tienen la experiencia laboral que deben tener al finalizar los estudios de su carrera,
por lo cual, se les dificulta la aplicación laboral por la falta de experiencia laboral en
cualquier ámbito, es decir, tener una responsabilidad más allá de un libro o una
Universidad.
2- INGRESOS ECONÓMICOS:
Quiérase o no, trabajar en un Call Center te dará ingreso no menor al salario mínimo,
lo cual, ayudará, tanto en pagar la Universidad, ayudar a la familia y poder darte
ciertos beneficios que antes no podías, además, ya no tendrás cierta dependencia de
la economía familiar, sino que podrás ayudar a la economía familiar, que al final es lo
que todos queremos.
3- EXPERIENCIA LABORAL BILINGÜE:
La experiencia laboral es importante para poder aplicar a un empleo, ya que
demuestra tu nivel de responsabilidad, pero si tu experiencia es en un segundo
idioma, eso le da más peso a tu desempeño como trabajador y como profesional,
independientemente de Call Center en el que hayas trabajado.
4- MEJORA EN LA CARRERA PROFESIONAL:
Los Call Centers, siempre estarán buscando mejorar y así mismo hacer que sus
empleado sean promovidos de puesto, por lo cual estarán buscando como puedes
mejorar siempre, y si tu conocimiento universitario les sirve a ellos, te darán la
oportunidad, ellos en la mayoría de casos, para promover al alguien no buscan un
graduado, buscan una persona que esté estudiando la carrera a fin al puesto que ellos
buscan y si tu estas estudiando esa carrera puedes aplicar y, si obtienes ese puesto,
no solo será en español sino también en inglés, lo cual mejora tu conocimiento y
respaldo a la hora de una aplicación laboral mayor, porque tendrás experiencia laboral
de tu carrera y además bilingüe, lo que no muchas personas hoy en día tienen.

Esto es lo único en español y lo hice así, porque quiero que tengas la mayor comprensión y
a su vez, que tomes la mayor decisión de mejorar tu vida y prepararte para ella, y que sepas
lo que puedes recibir si así te esfuerzas para ello.

¡Si tomas la mayor decisión, debes saber que no será fácil, porque si fuera fácil, todos lo
hicieran, pero como no lo es, solo aquellos que de verdad lo quieren, lo logran y se esfuerzan,
no importa que!

YOU ARE THE BEST AND YOU HAVE TO BELIEVE IT!

Coach Oscar Montes - May 2020 3

 BEFORE GETTING A JOB

If you want to work in a CC, keep in mind that when you are looking for a job, you need to be
sure about what you want the job, so you can’t doubt about it:

• If you are looking for job is because you want to work.

• Keep in mind that you need to sacrifice something like University, School, family,
church, etc.
• Who needs the job? YOU AND YOUR FAMILIY
• You don't have the right to do what you want yet.
• There process might be hard, so never give up!

HOW TO SELL YOURSELF:

Is very important to understand that when you are in an interview, there will be some
questions or situations in which you will not be agree or are not according to your needs, so
in that case you need to take a decision if you really want the job or not. In the interview they
can offer you:

• Maybe days off will not be the ones you need (No weekends and only weekdays)
• Schedule that you will have is not good for you at the beginning.
• Transportation will be difficult or far away
• Flexibility to study your University

You are not an employee yet, so… You can’t decide… Yet...

WHAT YOU HAVE TO DO:

1. Make sure that you let them know that you need the job.
2. Show them that you can be as much as flexible as you can.
3. Provide options that can work for them and for you.
4. Be open to listen option also from their side.

WHAT YOU DON’T HAVE TO DO:

1. Do not answer in a negative way.
2. Do not say I will look for another option.
3. “That is not what I want”
4. Do not ask for your own schedule
5. Do not make faces

EXPERIENCE:
If you get hired in a Medium or Low Call Center, don’t see it in a bad way, why? They were
the ones who gave you the chance first to work and you can work there for like 4 – 6 months
and then you can apply in other Call Center with the experience that you have gotten.

Coach Oscar Montes - May 2020 4

 SALES ROLE PLAYS

SELLING A CELL PHONE

Agent: Thank you for calling AT&T service, my name is XXXX, how may I assist you today?

Customer: Hi XXXXX, my name is John and I want to see if I can get a service with you
guys.

Agent: That sounds great sir, we’ll be happy to have you in our family! In order for me to
continue I will need to ask you some questions (SET EXPECTATIONS TO THE
CUSTOMER).

Customer: Ok my friend, no problem.

Agent: What kind of service are you looking for, Prepaid or Postpaid?

Customer: Well… What is the difference between postpaid and prepaid service?

Agent: Good question, I see that you want to be sure, well, prepaid service is the service
that you pay before you are going to use it and postpaid service is when you pay the service
after you have used it in a monthly basis.

Customer: Oh… I got it now then, well in that case I need a Postpaid service.

Agent: Nice choice sir, let me talk to you about the plans that we have, but one more
question, what is your monthly budget for your cell phone service?

Customer: Well… Is like $60-$90 per month.

Agent: Ok… In that case I can offer your one of the best services that we have in which you
will not need anything else.

Customer: And that one is?

Agent: Yes, it’s called MEGA FREEDOM, what do you think about not being worried about
DATA because you have a lot… And what if I tell you that you don’t need to be worry about
local and international calls, because you can have unlimited service? This is the best for you
sir.

Customer: Um… I don’t know man...

Agent: Why not…? What about if I tell that I can make you save money in the 1st 3 months
by giving a discount on the service?

Customer: Ok… I’ll take it, I like that option, thanks man!

Coach Oscar Montes - May 2020 5

Agent: Ok sir, in that case I need to fill out some information in order to proceed with the
request.

Customer: Ok man, go ahead, thanks!

Agent: Ok, let’s start, May I have your full name please?

Customer: My name is XXXX XXXXX.

Agent: Thank you, may I also have your contact phone number please?

Customer: Well, it is… 789-546-5588

Agent: Thank you, may I also have your email address please?

Customer: It is [email protected]

Agent: Thank you, may I also have your Billing address please?

Customer: It is, 345 N 5th Avenue, Miami Beach, FL 33122

Agent: Thank you, now I will send this information to our credit department and they will be
getting in touch with you to complete the process…

Customer: Hey, listen, what about the phone, what type of phone will be?

Agent: Great sir, since you have chosen the best plan, we have the latest phone as well,
which is the Galaxy S9+ for you to enjoy the best experience!

Customer: That sounds nice then, when am I going to receive it?

Agent: Well, I have 2 options, I can send it to your address or you can pick it up at the closest
store that you have sir...

Customer: Well… How long will it take to get here?

Agent: Around 5-7 business days...

Customer: Fair enough, ok then… Send it to the same address.

Agent: Nice sir, so I will fill out all the information, just allow me a minute please.

Customer: Take your time...

Agent: Thanks, I have already sent the information to our credit department so they will be
getting in touch with you for more information and details of the process, which will be within
the next 24 hours sir.

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Customer: That’s ok… Everything is fine thanks!

Agent: Is there anything else I can assist you with?

Customer: No, that’s all thanks!

Agent: Ok then… So, thank you for calling AT&T, have a nice day!

SELLING INTERNET SERVICE

Agent: Thank you for calling AT&T service, my name is XXXX, how may I assist you today?

Customer: Hi XXXXX, my name is XXXXX and I want to see if I can get a service with you
guy, I have internet already, but the one I have, I don’t really like it.

Agent: I am sorry to hear what happened with your current provider; we’ll be happy to have
you in our family! In order for me to continue I will need to ask you some questions (SET
EXPECTATIONS TO THE CUSTOMER).

Customer: Ok my friend, no problem.

Agent: What is something that you like from your current provider?

Customer: Well… I like that I have good WIFI and maybe the prices.

Agent: Ok… What is something that you don’t like about the service?

Customer: Almost everything, the speed, stability and connection. I can’t think about
anything else, I guess…

Agent: Thank you for that information, now, can you tell me what do you like to do with the
internet?

Customer: Um… I like to watch videos on YouTube, Netflix, and download movies, I love to
do that, ah… I love to play video games too!

Agent: And that’s good though… I love to do those things too. And how much do you pay
and how many megabits do you have as a Bandwidth?

Customer: I think I have like 6MB and I pay like $50.00 per month.

Agent: I see now, let me just check the information that I have and I will let you know what
would be the option that I can offer you.

Customer: Ok, go ahead, thanks!

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Agent: So… The option that I have just for you and just for today is the following, what about
if I tell you that you can have the double in internet, that means, 12MB of internet just for you
and to show you that I really want you in our family, I will give you 30 days free trial, meaning
that after 30 days if you don’t like it, we can cancel the contract, and just because you said
that you like to watch movies, I will provide you as a gift, 2 months of Free Netflix, and the
installation can be within 2 days, everything just for $60.00 per month, just say yes and is
totally yours and I can also request the installation right away!
Imagine yourself watching movies, videos and downloading movie for the double on internet
and just for $10.00 dollars more, and with 1 month for free! And besides that, you will have 2
months of Netflix at no additional cost, this is just for you, just say yes and its yours!

Customer: That sounds like a plan my friend, I guess I can take that.

Agent: You will not regret it, and I’ll make sure that you enjoy everything from the very
beginning!

Customer: Thank you!

Agent: Nice sir/ma’am, so I will fill out all the information, just allow me a minute please.

Customer: Take your time...

Agent: Thanks, I have already sent the information to our credit department so they will be
getting in touch with you for more information and details of the process, which will be within
the next 24 hours sir.

Customer: That’s ok… Everything is fine thanks!

Agent: Is there anything else I can assist you with?

Customer: No, that’s all thanks!

RETENTION (OUTBOUND CALL)

Agent: Good morning, my name is Charles and I am calling from AT&T, may I speak with
XXXXX please?

Customer: I am XXXXXX, what do you need?

Agent: Nice to meet you XX, how are you today?

Customer: I am fine and you?

Agent: Totally fine, I’m calling you today because I was checking our records and I saw that
you were one of our most valuable customers and you left our company a few months ago,
and I’m calling to see if I can offer you something that will be better than what we offered you
and make you reconsider coming back to us...
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Customer: Yeah… I stopped being your customer because you didn’t make any discount on
my bill and besides that your service was really bad!

Agent: I totally understand your concern and I really apologize for the inconvenience that we
caused at the moment XXX, in AT&T we to take that really serious and we would like to offer
you something that will be for sure better than before, and since we take our feedback
seriously we have improved in all areas to provide you the best service ever.

Customer: Uh-huh… And what do you have in mind?

Agent: Well… I need to ask you a few questions… What is the service that you have now
and how much have you been paying for that?

Customer: Well… I have 10MB of internet, cable with 100 channels and a landline,
everything for $75.00 a month and I have a contract with that.

Agent: I see… That sounds interesting, but you know, in your case, just because we really
value the loyalty that you had with us and also, we really want to have you back, so, today
and just for you, I have this wonderful offer… I can offer you 15MB of a very stable internet,
125 Channels plus 25 HD Premium channels at no additional cost for the whole contract and
a landline with free local calls, all for $75.00. I know that you mentioned you have a contract
with the other provider correct, how many months are you missing?

Customer: Well… I still have like 3 months pending...

Agent: What about that if I tell you that we are going to cover the 100% of your debt with the
provider so you don’t need to pay extra, just because we want you back...

Customer: Well… That sounds really nice and interesting. I think I can get that; I will take it.

Agent: We’re really pleased that you have reconsider your decision and you want to come
back to us, in that case I just need to gather some additional information so we can update
our records.

RETENTION (INBOUND CALL)

Agent: Thank you for calling AT&T, my name is XXXXX, how may I assist you today?

Customer: Yes, my name is XXXXX and my contract is about to end and I want to know if I
can cancel it.

Agent: I totally understand you concern, as a customer myself I would like to know that
information about my contract, I will be more than happy to assist and see what can we do,
you mention that you would like to cancel your contract, right?

Coach Oscar Montes - May 2020 9

Customer: Yes, my contract is about to end, but I don’t know if I want to continue with the
company.

Agent: I totally understand, in order for me to assist you, I will need to ask you some
information, can you please provide with your account number or phone number, and the
please verify with me your physical address and email address.

Customer: Ok then, my account number is 56789645 and my address is 458 Lincoln Road,
Houston Texas 75698 and my email address is [email protected], my contract will end I
think the next month.

Agent: Thank you for that information, let me verify this and check your contract so I can see
what can we do to help you with that, based on what I see, you have internet service with us
for 6MB and cable with 100 channels and yes, according to our info, your contract will end
the next month, and your monthly payment is for $45.00

Customer: Yes, that’s correct, but I don’t want to continue with the service.

Agent: Understood, may I know the reason why wouldn’t you like to continue with us?

Customer: Yes, because you guys haven’t offered any promotion and I’ve been your
customer for like 5 years now and you haven’t done anything.

Agent: I see… I apologize for the inconvenience that you didn’t call you before, but you know,
in your case, just because we really value the loyalty that you had with us and also, we really
want to continue providing you the service, so, today and just for you, I have this wonderful
offer… I can offer you for $10.00 dollars more, we can provide you with 15MB of a very stable
internet, more than the double, as well we will increase the cable service with 25 Channels
more and in addition to that we will add you 25 HD Premium channels at no additional cost
for the whole contract and a landline with free local calls, all for $10.00 more and the best
part is that you can start with that wonderful promotion today, not until the end of your
contract.

Customer: Well… That sounds like interesting to me, but I don’t know.

Agent: Well, this is just for you, only today, just because of your preference with us and you
will be able to have them for today, at the latest tomorrow, imagine yourself watching more
channels and enjoying a way faster internet, just today and the best part, that you will start
paying within 2 months.

Customer: That means that I will enjoy this month without paying that money?

Agent: Of course, this month you will still pay the same amount $45.00, so the next month
you will start with the new service and the new amount will be paid until the month after the
next one, just tell me yes and is yours, just for you and today, I can’t assure you that you will
have that offer for tomorrow if you can, it might be another offer.

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Customer: Well, you convinced me then, let’s have it then I will continue with service then,
and of course if your promise me that I will start with the new promotion.

Agent: Of course, I will make sure that you have it, thank you for taking that advantage, you
will not regret it.

HOTEL RESERVATION #1
Agent: Thank you for calling Grand Hotel, this is XXXX, how may I help you?

Customer: Hello, I’d like to make a reservation for the third week of this month please, do
you have any vacancies?

Agent: Yes, we have rooms available for a particular weekend, what is the exact date of your
arrival?

Customer: That will be the 24th.

Agent: How long will you be staying?

Customer: I’ll be staying for like 3 nights.

Agent: How many people in the reservation?

Customer: There will be two of us.

Agent: What kind of room would you like?

Customer: What do you have available?

Agent: Please hold on for a minute, I’ll check the availability of the room for two.

Customer: That’s ok, go ahead

Agent: Just a quick question, would you like a room with a twin bed or double bed?

Customer: A double bed please.

Agent: Great. Would you prefer to have a room with a view of the ocean?

Customer: If that room is available, I would like to have that type of room then, but, what’s
the rate for the room?

Agent: That on is for $515 per night.

Customer: That would be ok for me then.

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Agent: Great. Now, what name will the reservation be listed under?

Customer: XXXXX XXXXX.

Agent: Ok, let me just go ahead and fill out the form for you.

Customer: Thanks, but I have a question, If I decide to cancel the reservation, will it be
refundable anyway?

Agent: Let me check the terms and conditions for you, can you please hold for like a minute
or two?

Customer: Go ahead, take your time.

Agent: Thank you for holding XXXX.

Customer: You’re welcome

Agent: Upon checking in our system, the room that we are trying to book is refundable at
any time, so you can cancel your room at any time at no cost.

Customer: That sounds really good though.

Agent: Can we go ahead and continue with the booking now?

Customer: Yes, please, go ahead.

Agent: Good, let me continue then, I need to gather some information from you to complete
the reservation.

Customer: Sure, no problem.

Agent: What is your best call back number so I can put it here in the reservation?

Customer: My cellphone number is 234-567-8900

Agent: Thanks, now I will need your Credit card type and number to reserve the room for
you.

Customer: Visa and the number is 5233-4567-8901-3256

Agent: And what is the card holder’s name?

Customer: Is XXXX XXXX.

Agent: OK, your reservation has been made for the 24th of this month, for a room with a
double bed and a view of the ocean. Check in is at 2 o’clock. If you have any other questions,
please don’t hesitate to call us at any time.
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Customer: Great, thank you so much!

Agent: Is there anything else I can help you with?

Customer: Yes, quick question, what about if I need to add a guest? Is there any additional
charge on it?

Agent: As far as I can see in the terms and conditions, it is not allowed anyway, the maximum
guest allowed per room is only 2. But if you decide to change the guest is not a problem since
the reservation is under your name, you can bring only one guest regardless if it is a child or
an adult it’s fine

Customer: Oh, I see… I have no problem with that

Agent: Is there anything else I can help you with?

Customer: No, that will be all, thank you so much!

Agent: You’re welcome, thank you for calling Grand Hotel, have a nice day, bye!

Customer: Bye!

HOTEL RESERVATION #2
Agent: Thank you for calling Grand Hotel, this is XXXX, how may I help you?

Customer: Can I reserve a room hotel?

Agent: I will be more than happy to assist you, that will be no problem; may I please have
your full name?
Customer: My name is XXXXX XXXXX.

Agent: It’s a pleasure to assist you today, can you please tell me when you’ll be needing the
room?

Customer: If my plans don’t change, I will need a room from the 15th to the 21st.

Agent: Well, let me tell you that, our room prices are slightly higher than you may have
thought, will that be ok?

Customer: Tell me how much would that be and I will tell you if that’s ok or not.

Agent: That would be $300 per night before taxes of course.

Customer: $300? That’s ok for me, I can afford that though.

Agent: That’s good then, now as for the room, do you need a smoking or nonsmoking room?
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Customer: Nonsmoking please.

Agent: ok, now, does a single queen size bed meet your approval?

Customer: I have absolutely no problem with that

Agent: Queen and nonsmoking. Let me just go ahead and book it while it is still available,
also can you please provide me with a phone number so in case of any emergency so we
can reach you?

Customer: Sure, not a problem, it is 567-987-2211

Agent: Thank you; please give me two minutes while I am processing your request

Customer: Sure, take your time.

Agent: Ok, your booking has been successfully processed, is there anything else I can help
you with?

Customer: Nope, that would be all

Agent: Ok, so thank you for calling Gran Hotel, have a nice day!

Customer: Thank you!

PRICE MATCH

Agent: Hello, thank you for calling Office Depot this is XXXX. How may I assist you today?

Customer: Hi, my name is XXXXX, and I am calling because I have seen that you guys have
a 42’ TV Sony on sale, for $600.00 with accessories and also with 1-year warranty.

Agent: That’s right, we have that promotion for this month, I will be more than happy to help
you. May I have your full name, please?

Customer: My name is XXXXX XXXXX, but here the thing, Target, they have the same TV
and same specifications, because I checked it, but, they have it on sale for $525.00 and if I’m
honest, I’ve been your customer for a while and I would really like to keep being your
customer, but I really want to have the price that they have, can you help me with that?
Because you know, you guys are really good though and I want to remain with your company.

Agent: I totally understand and thank you for choosing us as you preferred store, we are
really glad to know that. In order for me to assist you, I need to ask you some information, so
I can follow up with that.

Customer: Go ahead, let me know what you need.

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Agent: Where did you see that offer, can you tell me the exact details please?

Customer: Of course, I saw that in the store that is nearby my house, like 30 minutes away,
I can give you the number of the store if you want to make sure, I have it here.

Agent: Ok… Can you please provide me with the phone number then?

Customer: Of course, it is 784-659-8987

Agent: Thank you, let me then place you on hold for no more than two minutes, so I can
check and verify the information, may I please place you on hold?

Customer: Go ahead, I can wait for you.

“PLACE THE CUSTOMER ON HOLD FOR 2 MINUTES AND ONCE YOU GET BACK”

Agent: Thank you very much for holding, I really appreciate your patience, I was checking
the information with our competitor and that is correct, the TV is at a cheaper price than the
one we have here and also with the same benefits.

Customer: You see, I told you guys.

Agent: Since we really want to keep you as a customer and we thank you for your preference,
after checking our Price Match Policy, we are happy to tell you that we can match the price
of the product with our competitor, I just need to ask you some information in order for me to
process the sale.

Customer: Go ahead, I will answer any question that you want, don’t worry about that!

Agent: Thank very much!

CREDIT CARD UPGRADE (OUTBOUND)

Customer: Hello…

Agent: Hello, good day, my name is XXXXX calling you from Capital One Bank, may I speak
with Mr./Mrs. XXXXXX please?

Customer: Yes, this is her…

Agent: Hi, good Mr./Mrs. XXXXX, I am calling you because as Capital One Bank we have
really good news for you, do you have 5 to 7 minutes to talk, you will not regret it.

Customer: Ok, I guess no problem.

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Agent: Thank you very much, we’re well aware that you have been a valued customer for us
for 8 years now and we would like to reward you with a Platinum Master Card that has more
and amazing benefits and free annual fee for life, how does that sound to you?

Customer: Thank you, I appreciated, but what do I get from that Platinum card.

Agent: A Platinum Master Card, has a highly prestigious and highly career oriented individual
like you, this card has no expiring rewards points, free travel insurance up to $20,000.00
repurchase protection up to $1,000 dollars, free access to the sky view lounges in different
airport locally and abroad, and besides that it has up to 5 different card holders with free
annual membership for life and as I mentioned your annual fee will be waived automatically
as well, of course it also has a higher credit limit than your usual classic or regular card that
you have now.

Customer: That sounds even better though.

Agent: Since you are already pre-approved, I just need to confirm your billing address, phone
number and email address please.

Customer: Ok, my billing address is 568 NE 14th avenue, Los Angeles, CA 45892, my phone
number is 456-897-8899 and my email is [email protected].

Agent: Got it, thank you so much for verifying that information with me, I have already
submitted this information, so please expect the delivery of your card within 10 business days
and don’t hesitate to call our toll-free number at any time if you any questions, doubts or
concerns.

Customer: Oh, right then, thank you so much, bye!

Agent: Thank you for attending my call, have a wonderful day, bye!

CUSTOMER SERVICE ROLE PLAYS

CAR RENTAL

Agent: Thank you for calling E4CC Car Rental, my name is XXXX, how may I assist you
today?

Customer: Hi, my name is XXXX and I want to know if I can rent a car with you guys please…

Agent: Definitely sir, I will be more than glad to assist with your rental, in order for me to
assist you, I will need to gather some information to fill out the request.

Customer: Not a problem my friend, go ahead…

Agent: Ok, let's start, May I have your full name please
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Customer: My name is XXXXX XXXXX.

Agent: Thank you, may I also have your contact phone number please?

Customer: Well, it is… 789-546-5588

Agent: Thank you, may I also have your email address please?

Customer: It is [email protected]

Agent: Thank you, what type of car are you looking for?

Customer: Well, I think I need an economic car, I don’t have much money.

Agent: Do you have any brand in mind?

Customer: Yes, I need TOYOTA

Agent: Thank you, what type of transmission, AUTOMATIC or MANUAL?

Customer: I need it manual please.

Agent: Ok, that’s good, how many passengers are going with you?

Customer: Including me, like 4 people…

Agent: Ok, that’s good, do you have a valid driver license?

Customer: Yes, I have my friend…

Agent: Thank you sir, also, May I have your insurance company please?

Customer: Why do you need that information?

Agent: Well, we need your Insurance company for security reasons, in case of any accident,
we can help you and know who to contact.

Customer: That’s ok then, so in that case is METLIFE

Agent: Thank you, may I also have your credit card type?

Customer: It is, VISA

Agent: Can I also have the credit card number and the CVV2?

Customer: Yes, it is 4455-3582-6558-4488 and the CVV2 is 569

Agent: Thank you, can I also have the expiration month and year?
Coach Oscar Montes - May 2020 17
Customer: Yes, it’s on 07/2021.

Agent: Thank you, may I also have your billing address please?

Customer: It is, 345 N 5th avenue, Miami Beach, FL 33122

Agent: Thank you sir, may I also have the Pick Up date and time please?

Customer: Of course, it will be on 08/30/2018 @ 10:00am

Agent: Thank you sir, may I also have the Drop Off date and time please?

Customer: Of course, it will be on 09/05/2018 @ 10:00am

Agent: Thank you, may I also have the Pick Up and Drop Off location please?

Customer: Yes, it will be in Las Vegas airport

Agent: Thank you for the information, now let me just complete the rental and then I will give
some instructions sir, allow me a minute please.

Customer: OK man, take your time

Agent: Thank you, well, in this case the rental has been processed, please be aware that
you will receive an email with prices and quotes of the rental and if anything happens please
let us know, I will give you your confirmation number.

Customer: Ok, go ahead

Agent: It is… E4R001, is there anything else I can help you with?

Customer: No, that’s ok thanks!

Agent: You’re very welcome, thank you for calling Car Rental, have a nice day!

Customer: Have a nice day too, bye!

HEALTH CARE INSURANCE

Agent: Thank you for calling Life Member Insurance Services, my name is XXXXX, how may
I assist you today?

Customer: I have a question about something I’ve received in the mail.

Agent: Sure, I’ll be more than glad to assist you with that mail, can you please tell me more
about the mail you’ve received.

Coach Oscar Montes - May 2020 18

Customer: Well, you’ll see it’s like this, couple of week ago I was involved in an accident and
I was rushed to the hospital, but I feel better now, anyways, I was under the impression that
my insurance or you guys will cover the whole bill, but this paper work says something else.

Agent: Well, first of all I am sincerely glad to know that you’re all good now, I will be happy
to check your account so that I can help you better, may I please have your complete name
and your ID number.

Customer: XXXXX XXXXXX, ID number is 45678966.

Agent: Thank Peter, can you please confirm with me your date of birth and address?

Customer: It’s may 12th, 1985. 321 1st Street, Miami beach Fl, 33122.

Agent: Thank you for that information, let me check your account really quick. Upon checking
here in your account, it shows that your claim is for $1,000.00 was paid last week that was
August 12th, that it says that it actually covers your entire bill, by the way on that letter that
you’ve received on the top right hand corner does it say that it is a bill?

Customer: Oh… Now that you mention, it does say that “This is not a bill”

Agent: Yes, because what you have there is not a bill is an EOB or Explanation of the
benefits, it shows show the breakdown of the charges and the amount that we your insurance
paid for, so you see every time that a claim is processed you will get that information for
transparency and I truly apologize for the confusion that this letter has caused you.

Customer: Oh, I see, and that’s good because you know, I still have some medicine to buy
and the last thing I want now is to pay another bill.

Agent: I know, I understand and I’m glad to clear things up for you, again, no need to worry
about the hospital bill we took care of it for you just take care of yourself ok?

Customer: Ok, Thank you so much!

Agent: Have I addressed your concern today?

Customer: Yes, you have… I’m just happy that everything is paid for.

Agent: Yes, it is. XXXXX is there anything else I can help you with?

Customer: No, that’s it, thank you!

Agent: OK, if there is nothing else, you take care and thank you for choosing Life Member
Insurance Service and I am wishing for you a speedy recovery.

Customer: Thank you, have a nice day too!

Coach Oscar Montes - May 2020 19

 BILLING CUSTOMER SERVICE (AT&T)
Agent: Thank you for calling AT&T, my name is XXXXX how may I assist you today?

Customer: Hi, my name is XXXXX and I have a question about my bill.

Agent: Hi XXXXX, I will be more than happy to answer any question that you have about
your bill, may I please have the account number or the phone number linked to the account?

Customer: Ok, the account number is 564897

Agent: Thank you for the information, can I please confirm your full name.

Customer: Yes, it is XXXXX XXXXX.

Agent: Thank you very much, now may I know the question that you have about your bill?

Customer: Well, last month my bill was for $25.00, but for this month it shows that I need to
pay $35.00 and I need to know what’s going on?

Agent: Oh, I see, and I understand that sometimes looking at your bill will be kind of
confusing, so let me check your account and let’s go through this together, by the way you
have a copy of your bill right now?

Customer: Uhm… Yes, I have it right here with me.

Agent: OK, that’s good, let’s go over your bill together and see the difference. Upon checking
in your account yes, you’re right the bill last month was for $25.00 however this billing period
there is an additional charge for ten dollars for a Data Usage that’s total for 3GB.

Customer: Ah… Ok, I really thought that my plan included data.

Agent: Well, in this case it does not include data, but in this case I would be more than happy
to help with that, what about if I tell you that I can add to your plan 10GB per month of data,
just for $5.00, which in this case is cheaper that paying the amount that you did last month,
and is more valuable for your money considering your current situation, how does that sound
to you?

Customer: Ok, that sounds good to me.

Agent: Ok, I’ll add a data plan right away and since you are a valued customer, I will also
take care of the $10.00 charge for you

Customer: That sounds awesome!

Agent: So, let me just process your reversal really quick…

Customer: Ok, I’ll wait.

Coach Oscar Montes - May 2020 20
Agent: Ok, so that’s done, just let me recap everything and make sure that we have
everything clear as well. We have talked about the $10 charge that you had and have added
a $5.00 data plan to your contract which means 10gb of data into your plan, which is going
to be a $25.00 charge everything month to your bill, and I have reversed the $10.00 charge
that you had.

Customer: That sounds like a plan, thank you, I really appreciated.

Agent: You’re very welcome, and also remember that you can check your data usage just
by sending a text message “Data” at the number 456895. Is there anything else I can assist
you with?

Customer: No, that’s it, taking very much, I appreciate your help!

Agent: You’re welcome, thank you for calling AT&T, have a nice day!

FRAUD CHARGES

Agent: Thank you for calling Capital One Bank, my name is XXXX, how may I assist you
today?

Customer: Hi, my name is XXXX and I want to report that my credit card has some charges
that I swear I haven’t done!

Agent: I totally understand your concern, I am sorry to hear that, let me in this case check
your account and do my best to help you out with this, but I will need to ask you some
information for security reasons.

Customer: Not a problem my friend, go ahead…

Agent: Ok, may I please have your Credit card number, date of birth, complete address and
the last four digits of your Social Security number please?

Customer: OK, it is 4455-6677-8899-5585, my birthday is on June 12th, 1986, and my

address is 252 NE Lincoln St, Miami beach Fl, 33255 and the last four are 5877.

Agent: Thank you very much, now can you please tell me the place where the charge was
made, the business and the amount and the date?

Customer: It’s at Walmart store, for $45.66 and it was on May 30th, 2019.

Agent: I understand, and just for procedure, do you remember if maybe you lend the credit
card to someone else, or you haven’t lost it for some days?

Customer: I am a 100% sure that I haven’t done that one and none of my family have, so
help me on this please.

Coach Oscar Montes - May 2020 21

Agent: Ok sir, I totally understand, and in this case, I am reporting this charge to our Fraud
Department, and they will be checking that information. They will call you back at your contact
number to let you know the next step that we need to follow. They will get in touch with you
within 24-48 business hours.

Customer: Got it, that’s all I need to do?

Agent: Yes, is there anything else I can help you with?

Customer: No, thanks!

Agent: So, thank you for calling Capital One, have a nice day!

DECLINED CREDIT CARD

Agent: Thank you for calling Capital One Bank, my name is XXXX, how may I assist you
today?

Customer: Hi, my name is XXXX and I want to know why my credit card is getting declined
every time I want to use, can you help me please.

Agent: I totally understand your concern, I am sorry to hear that, let me in this case check
your account and do my best to help you out with this, but I will need to ask you some
information for security reasons.

Customer: Not a problem my friend, go ahead…

Agent: Ok, may I please have your Credit card number, date of birth, complete address and
the last four digits of your Social Security number please?

Customer: OK, it is 5454-3569-8954-8788, my birthday is on August 12th, 1987, and my

address is 252 NE Lincoln St, Miami beach Fl, 33255 and the last four are 4566.

Agent: Thank you very much, now let me load your account in my system and I will let you
know what the reason is.

Customer: Thank you, let me know please.

Agent: Well, as far as I can see in my system, the reason behind is that you already reached
the credit limit on you card, which is of $500.00, I order for you to use your credit card again,
you will need to make a payment, so you can have available credit to use.

Customer: Really? I thought I hadn’t used it all, but I understand, I will make a payment later
on then, I will have to wait to use it.

Coach Oscar Montes - May 2020 22

Agent: Remember that your payment date is on the 25th of each month and the minimum
payment for this month is $35.00, if you don’t pay by that date, you may have some extra
charges for the next month.

Customer: I understand that, don’t worry thank you anyway.

Agent: You’re welcome, is there anything else I can help you with?

Customer: No, thanks!

Agent: Alright then, thank you for calling Capital One, have a nice day!

CANCELLING BOOKING RESERVATION

Agent: Thank you for calling Grand Hotel, this is XXXX, how may I help you?

Customer: Hey Hi, I want to cancel my booking reservation

Agent: Oh, I’m sorry to hear that, may I know the reason why you want to cancel your
reservation?

Customer: Oh, I just realized that I will be in Texas this coming weekend to attend my friend’s
wedding.

Agent: No problem, just tell me your name, your phone number and the date of the
reservation please.

Customer: Great! I’m XXXXX XXXXX, my number is 678-890-7654 and my reservation from
for April 9th to the 11th.

Agent: Alright, I was able to pull up your account, so, let me cancelled the reservation from
here, I will let you know in a minute.

Customer: Got it, may I know when am I expecting the refund for the cancellation into my
credit card?

Agent: Most of the time the time will reflect within 2 or 3 business days, depending on your
bank as well, on how fast they process it.

Customer: OK… Thanks you for that info then, that’s awesome, I have no problem waiting
2 or 3 days, I’ll check it then. Thanks for your help.

Agent: You’re welcome. Is there anything else I can help you with?

Customer: Nope, that would be all, thank you!

Agent: My pleasure, thank you for calling Gran Hotel, has a nice day
Coach Oscar Montes - May 2020 23
 SAYING “NO” WITHOUT SAYING NO
Agent: Thank you for calling AT&T, my name is XXXXX, how may I assist you today?

Customer: Hi, my name is XXXXX, and I’m calling because I saw that you have an offer that
says that if I buy $20.00 of balance from you guys, I will be able to get $20.00 of balance
more, plus 5GB of Data for free, and I want to take advantage of that please.

Agent: I totally understand your concern, and as a customer myself I will take advantage of
that offer, you mentioned that you can get double balance plus extra gigabytes on data
correct?

Customer: That’s correct!

Agent: But, let me tell you that as of now, the option that you are looking for, has already
expired as of XX/XX/XXXX and is unavailable at this moment. But the available promotion
that we have for you as of now the following: “You buy $10.00 of balance and we give back
5GB of data for 5 days” which can provide you pretty much the same benefits that you will
have with the other one.

Customer: But I need that offer you had yesterday!

Agent: I totally understand, but based in our policies and procedures, that’s the option that
we have available as of now, and you can take advantage of it right away… Is there anything
else I can help you with?

Customer: No thank you, that’s all I needed to know then, have a nice one bye!

TECH SUPPORT ROLE PLAYS

CELLPHONE ISSUE

Agent: Thank you for calling E4CC Phone Support, my name XXXXX, how may I assist you
today?

Customer: Hi, my name is XXXXX and I want to know if you can help me with my phone, I
am having some issues with that please…

Agent: Definitely sir, I apologize for the inconvenience you are having with the phone, I will
be more than glad to assist with your issue, in order for me to assist you, I will need to gather
some information to fill the request.

Customer: Not a problem my friend, go ahead…

Agent: Ok, let's start, May I have your full name and also your phone number please?

Coach Oscar Montes - May 2020 24

Customer: Yes, it is XXXX XXXXX and my number is 748-569-5588

Agent: Thank you very much, let me load your account information and then we can continue,
for security reasons I will need confirm some other information ok...

Customer: Alright, but don’t take too much time ok?

Agent: Don’t worry, I have it now, can you please confirm your date of birth and also your
billing address?

Customer: OK… My birthday is on 07/15/1985 and my address is 589 N 8th Avenue,

Pensacola, CA 33155.

Agent: Thank you, now, can you give me some details about the issue?

Customer: Yes, listen, my phone is not connecting to internet and I don’t really know what's
going on...

Agent: I understand, since when are you having this issue and are you using WIFI or Mobile
Data?

Customer: Well, since yesterday and I am using Mobile Data.

Agent: Got it, are you having the same issue if you use WIFI?

Customer: Not really, I don’t have any issues with that.

Agent: How long ago did you redeem more balance? Have you check your data available?

Customer: Being honest no, I thought I had a lot of Gigabytes that’s why...

Agent: I understand, but remember that the gigabytes reduce faster if you watch videos or
play online sir, can you please check how much your balance is?

Customer: Well, let me check on that, give me a second.

Agent: Take your time, I will be here...

Customer: Wow… Now I remember, I see that I have no gigabytes and I was playing all
night online, that might be reason why, I didn’t know… Thanks my friend...

Agent: That’s ok, remember to be on top of your balance so you can check again, is there
anything else I can help you with?

Customer: Not really, that’s it, I really appreciate it man, thanks!

Agent: It was a pleasure sir, thank you for calling E4CC Phone Support, have a nice day,
good bye!
Coach Oscar Montes - May 2020 25
Customer: Bye!

COMPUTER ISSUES

Agent: Thank you for calling E4CC Tech Support, my name XXXXX, how may I assist you
today?

Customer: Hi, my name is XXXXX and I want to know if you can help me with my internet, I
am having some issues with that please…

Agent: Definitely sir, I apologize for the inconvenience you are having with the internet, I will
be more than glad to assist with your issue, in order for me to assist you, I will need to gather
some information to fill the request.

Customer: Not a problem my friend, go ahead…

Agent: Ok, let's start, May I have your full name and your phone number please?

Customer: Yes, it is XXXX XXXXX and my number is 748-569-5588

Agent: Thank you very much, let me load your account information and then we can continue,
for security reasons I will need confirm some other information ok?
Customer: Got it, but don’t take too much time ok?

Agent: Don’t worry, well, I have it now, can you please confirm your date of birth and also
your billing address?

Customer: OK… My birthday is on 07/15/1985 and my address is 589 N 8th avenue,

Pensacola, CA 33155.

Agent: Thank you and now can you give me some details about the issue?

Customer: Yes, listen, my computer is not connecting to internet and I don’t really know
what's going on...

Agent: I understand, for how long ago are you having this issue and are you using WIFI or
Cable?

Customer: Well, since yesterday, and I am using Cable, it’s a desktop computer.

Agent: Got it, are you having the same issue if you use WIFI?

Customer: Yes, is not working either...

Agent: Can you check the connectivity with the computer? what icon is it showing?

Customer: Well, it is showing a Yellow triangle with a computer...

Coach Oscar Montes - May 2020 26
Agent: I see now, can you please restart your computer and then try right after if you can
connect to internet once again.

Customer: Well, let me check that, give me a second.

Agent: Take your time, I will be here...

Customer: Well, my internet is still not working, I cannot connect, I still have the same
message...

Agent: That’s ok, can you please make sure that all the cables are properly plugged in the
devices?

Customer: Well… All of them are properly connected, I just checked that now.

Agent: Ok sir, now what we need to do is the following, please unplugged the router from
the cable that comes from outside, which is the internet cable, then unplugged the router from
the power cable for like a minute and then plugged it back in with the internet cable also.

Customer: Ok, let me do it then, just wait ok…

Agent: Don’t worry, I will wait…

Customer: Ok, now everything is plugged back in, what do I do now?

Agent: Now, just wait until the internet is connected and then you can try using it

Customer: I am working on it, let me check… You know what? Is working right now, I can
use the internet again!

Agent: Ok sir, that sounds great, we just needed to do a Hard Reset and that was it… Is
there anything else I can help you with?

Customer: Not really, that’s it, I really appreciate it man, thanks!

Agent: It was a pleasure sir, thank you for calling E4CC Tech Support, have a nice day, good
bye!

Customer: Bye!

REMOVING AN ACCOUNT

Agent: Thank you for calling E4CC Tech Support, my name XXXXX, how may I assist you
today?

Customer: Hi, my name is XXXXX and I want to know if you can help me with my phone, I
need to know, how can I remove an account from my phone please…
Coach Oscar Montes - May 2020 27
Agent: Definitely sir/ma’am, I will be more than glad to assist with your request, in order for
me to help you, I will need to gather some information to fill the request.

Customer: Not a problem my friend, go ahead…

Agent: Ok, let's start, May I have your full name and your phone number please?

Customer: Yes, it is XXXX XXXXX and my number is 329-456-8987

Agent: Thank you very much, let me load your account information and then we can continue,
for security reasons I will need confirm some other information ok?

Customer: OK, but don’t take too much time ok

Agent: Don’t worry, I have it now, can you please confirm your date of birth and also your
billing address?

Customer: OK… My birthday is on 02/15/1987 and my address is 6321 Landlord Road,

Pensacola, CA 33155.

Agent: Thank you, now, can you give me some details about the request?

Customer: Yes, listen, I want to remove an email account that I don’t have any more and I
need to know how to do it...

Agent: I understand, in that case, let me ask you… Do you have the phone with you or are
you calling me from that phone?

Customer: Well, I have the phone in my hand and I am calling you from a Landline.

Agent: Got it, in that case, let’s follow these steps then:

Customer: Ok, go ahead...

Agent: From the Home screen, drag down the Notification Panel.

Customer: Got it...

Agent: Tap the Settings icon, then Tap Accounts. Let me know when you’re there...

Customer: On it.

Agent: OK, then Tap Accounts again, then Select an account and then Tap REMOVE
ACCOUNT.

Customer: Ok, got it...

Coach Oscar Montes - May 2020 28

Agent: And finally, tap REMOVE ACCOUNT again, those will be all the steps that you will
need to follow.

Customer: Hey… That was easy to do… Thanks.

Agent: Yes sir, those are really easy… So... is there anything else I can assist you with?

Customer: Not really, that’s it, I really appreciate it man, thanks!

Agent: It was a pleasure sir, thank you for calling E4CC Tech Support, have a nice day, good
bye!

Customer: Bye!

MODEM ISSUES

Agent: Thank you for calling AT&T, my name is XXXX, how may I assist you?

Customer: Hello, my name is XXXXX XXXXX, and I was speaking a while ago with Steven,
and he says that my modem was malfunctioning, unfortunately I’m a retired teacher, and I
can’t really afford to pay a new modem, so I would rather just cancel my internet service and
try my luck with a different service provider.

Agent: Oh, I am so sorry to hear about that, I totally understand and I will be doing my best
to help you with that, but don’t worry, we’ll see what we can do, let me ask you some
questions. May I please have your account number?

Customer: I already gave that information like 9 times, but here it is again 7890-09876 and
my name is XXXX XXXXX.

Agent: Thank you XXXX, so that is 7890-09876 correct?

Customer: Yes, and if you want to know, yes, that’s my call back number

Agent: Thank you, may I please verify the last four digits of your social security number?

Customer: It is 3456

Agent: Got it, thanks! I see that you’ve been our customer for a while now and honestly, we
don’t really want to lose a customer that has been with us for a while already just because of
a bad modem. Here is what we can do…

Customer: As you see in your records, I’ve been your customer for some time now and I’ve
been calling you since I had this issue for more than 3 weeks now and every time I call you,
you guys are just giving me excuses and processes and basically you were wasting my time
though.

Coach Oscar Montes - May 2020 29

Agent: As a customer myself, I totally understand and I will be in the same way if I were in
your situation, but here is what we can do…

Customer: I know, sorry, but I am a little bit frustrated though, but please help me out.

Agent: Ok, here is what I can offer you, since you’ve been our customer for a while, I will
offer a free modem with wireless capability free of charge and I will place the order now so
you can receive it by tomorrow.

Customer: Wow, that’s actually great, thank you very much!

Agent: Also I have signed you up for a free 6 months trial for high speed sir, so you can try
our new service, that means that during the next 6 months instead of 3mbps you will have
6mbps of speed, but after those 6 months if you want to still have them you can pay just
$5.00 extra on your bill, but if you don’t want you just downgrade the service.

Customer: That’s actually a pretty good deal, I can’t ask for more, I guess I’m staying with
you guys for a very long time and I would be really glad to recommend you guys anywhere.

Agent: That would be good sir, do you have pen and paper so you can write down the order
number?

Customer: Got it, ready

Agent: It is 78909876, this is your replacement order number, you will get this by tomorrow
and for setup just follow the steps in the manual, also we have 24/7 service support so you
can call us at any time. So… Is there anything else I can help you with?

Customer: I’m speechless, I am really satisfied with the service that you have given me,
thank you very much, I really appreciate it.

Agent: You’re welcome sir, I am really glad I was able to help you today, thank you for calling
AT&T, have a wonderful day!

Customer: Thank you, the same for you, bye!

MODEM RESET
Agent: Thank you for calling E4CC Tech Support, my name XXXXX, how may I assist you
today?

Customer: Hi, my name is XXXXX and I want to know if you can help me with my internet, I
am having some issues with that please…

Agent: I apologize for the inconvenience that you’re having with your product, if I understood
you correctly, you mentioned that you are having issues with the internet, is not connecting
correct?
Coach Oscar Montes - May 2020 30
Customer: Yes, that’s correct, I am not receiving any signal, no internet, no WIFI, no nothing!

Agent: In that case I will need to ask you some questions in order to resolve your issue, can
you please provide me with your account number?

Customer: It is 45632145 and my name is XXXXX XXXXX.

Agent: Thank you very much, now I have some questions, how many lights can you see in
your router?

Customer: Well, I see all of the lights flashing.

Agent: I understand, let’s do a soft reset to your router and then we will check what happen
ok, but based on my information you have two internet devices correct?

Customer: Yes, I have two a modem and then a router.

Agent: Ok, so, let’s do the following: First, unplug both the router and the modem, then wait
at least 30 seconds, after that plug the modem back in, then wait at least 60 seconds and
then plug the router back in into the modem, then wait for two minutes and then test the
computer to see if it’s connecting to internet?

Customer: Ok, let me do that then… Wait…

Agent: Don’t worry, take your time…

Customer: You know wait, it did not work, is still not working, now what?

Agent: I see, I totally understand, well, in this case let’s do the following then, we’re going to
perform a hard reset in your modem, ok, so the network will be reconfigured again.

Customer: Ok, if that’s going to help.

Agent: Please follow these steps: Press the reset button which is the back of the modem,
like a little hole, press it and hold it for 15 seconds. You should feel a slight click when you
press it. When done correctly, the power light on the modem will start flickering orange/red,
then Wait 3 to 5 minutes. The power light will turn amber and you will need to run through the
modem activation process as when you were installing your modem for the first time.
Remember that you may be asked for account login information to configure your modem.
When the internet light turns green, you should be able to access the internet. Also, your
previously connected devices may not be able to connect until you re-enter the network
security key or password into the WIFI settings on each device.

Customer: A lot of steps, but let me follow them then.

Agent: Ok, then go ahead and then test the internet and let me know what happen.

Customer: Ok, I will, give some minutes while I do that.

Coach Oscar Montes - May 2020 31
Agent: Ok sir, take your time.

Customer: You know what, it did work, I am having internet now, thank you very much for
your help, I really appreciated.

Agent: You’re very welcome, my pleasure, is there anything else I can assist you with?

Customer: No, that’s it, thank, have a nice day!

Agent: Thank you for calling AT&T, have a nice day!

CREATING A TECH SUPPORT EMAIL

Hello Mr. Johns

Thank you for getting in touch with us and let us know about the issue that you were having,
we understand that you are having problems with the updated version on your Cookie Jam
Game, we do apologize for that inconvenience that you are experiencing.

We’ve checked and performed some updates and changes in your account and we’re glad
to inform you that the issue was fixed!

What you need to do is the following: logout and login again from your gaming account and
then you will see the change.

As a token of appreciation for being such a valuable customer for us, we’ve added 50 coins
to your account for you to continue enjoying your game.

If you need further assistance feel free to contact us back at any time.

Best regards and Happy gaming!

Michael Jones
Jam City Customer Service Advocate

CUSTOMER HANDLING

NEGATIVE EMPATHY STATEMENTS

FOR COMPANY EMPATHY WE USE “APOLOGY”

• I apologize for the inconvenience that you are having with your product; I understand that
you... (Repeat the problem), I will be more than happy to assist you in order to resolve your
issue.

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• I apologize for the inconvenience that we are causing you; I understand that you... (Repeat
the problem), I will do my best to help you out on this matter.

FOR PERSONAL EMPATHY WE USE “SORRY”

• I am sorry to hear what is happening with you, I totally understand that you... (Repeat the
problem and personal story), I will be more than glad to help you right away.

• I am sorry to know that you were having issues with the product, I totally understand that
you... (Repeat the problem and personal story), I will be more than happy to find a solution.

NEGATIVE STATEMENT (APOLOGY)

Agent: Thank you for calling tech support, my name is Mike, how may I assist you today?

Customer: Yes, my name is ______, and I am having issues with my internet, is not working
since yesterday.

Agent: I apologize for the inconvenience that you are having with your product; I understand
that you are having issues with the internet, which is not working since yesterday correct? I
will be more than happy to assist you in order to resolve your issue.

Customer: Yes, thank you!

NEGATIVE STATEMENT (SORRY)

Agent: Thank you for calling tech support, my name is Mike, how may I assist you today?

Customer: Yes, my name is ______, and I am having issues with my internet and I need to
send homework to my university and I can’t!

Agent: I am sorry to hear what is happening with you, I totally understand that you are trying
to send the homework to the university and the internet is not working right now, I will be
more than glad to help you right away.

Customer: Yes, that’s correct, I need you to fix it!

POSITIVE EMPATHY STATEMENTS

FOR COMPANY EMPATHY WE USE:
• Ok Sir/Ma’am, I will be more than glad to assist you with your request, you said that you…
(Repeat the customer’s request), I will be more than happy to help you.

FOR PERSONAL EMPATHY WE USE:

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• Those are great news sir, I am glad to hear that you... (Repeat the customer’s request), in
that case I will be more than happy to assist you with that.

• That sounds great sir, I am glad to know that you... (Repeat the customer’s request), I will
be more than happy to assist you.

POSITIVE STATEMENT
Agent: Thank you for calling tech support, my name is _______, how may I assist you today?

Customer: Yes, my name is ______, and I want to buy a phone for my daughter, next week
is her graduation and I want to buy her that.

Agent: Those are great news sir/ma’am, I am glad to hear that your daughter is graduating
and a phone will be a nice gift for her, in that case I will be more than happy to assist you with
that.

Customer: Thank you, I know, she deserves it.

OTHER EMPATHY STATEMENTS

DISEASE (SOMEONE PASSED AWAY):
• I am sorry for your loss, in my name and our company’s name, let me offer you my sincere
condolences and I will do my best to help you out with this.

DIVORCE:
• I totally understand, I don’t know if I can say I am sorry or congratulation, but I will do my
best to help you with this.

STATEMENTS FOR ANGRY CUSTOMERS

• “I apologize for the inconvenience that you are having with the product, as a customer
myself I would be in the same way, but let me help to see how we can resolve this...”

• “I’m sorry to hear what had happened to you, let me in this case help you out so we can
fix this ASAP...”

• “I can understand why you’d be upset. But in this case let me do my best to help you and
provide with a workable solution...”

• “Thank you for bringing this to my attention, being straight with me, for your patience with
us, loyalty to us even when things go wrong or your continued business. We are going to
work with this right now to provide you with solutions”

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 STATEMENTS FOR ABUSIVE CUSTOMERS

• “I truly understand your concern, Sir/Ma’am, but unfortunately we cannot tolerate the kind
of language you are using right now…”
• “I’m going to do my very best to help you, sir/ma’am, but can we keep this call
professional? So, I can do my best to assist you...”

• “You seem very upset, sir/ma’am. Would you prefer to continue this conversation through
email or post?”

• “I’m sorry you’re so upset, sir/ma’am. Would you like for us to call you back when you
feel a little calmer?”

• “I apologize, sir/ma’am, but if you continue to use this language, I will be forced to end
this call. This is my first warning”

ANGRY CUSTOMER SITUATION

Agent: Hello, thank you for calling AT&T this is XXXX. How may I assist you today?

Customer: I am really stressed, pissed off with you guys, because you have just given me a
lot of ridiculous excuses but never, never solutions and I am sick of that, I need solutions, not
excuses!!

Agent: I can understand why you’d be upset. But in this case let me do my best to help you
and provide with a workable solution, can you please tell what is happening with your service
or what is the situation that you said we haven’t resolved?

Customer: Are you serious? Do you want me to repeat that again just because I am talking
to you? I don’t want to repeat that again!

Agent: Sir/ma’am, I totally understand your frustration, as a customer myself I will be in the
same way, but in order for me to assist you, I will need to ask you the information to pull up
your account, because currently I don’t have it in my system, please help me providing me
that information so I can help you in the best way I can.

Customer: An don’t want to give that information again, I need solutions!

Agent: Sir/ma’am, I totally understand, but if you don’t provide me with the information, I will
not be able to help you and you will be on the line and we will not find a solution, unless you
provide me with the information.

Customer: OK then, but pay attention, because I don’t want to say it again!

Agent: Thank you very much, I really appreciate that!

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 ABUSIVE CUSTOMER SITUATION
Agent: Hello, thank you for calling AT&T this is XXXX. How may I assist you today?

Customer: I am really stressed, pissed off with you guys, because you have just given me a
lot of ridiculous excuses but never, never solutions and I am sick of that, I need solutions, not
excuses stupid bastards!

Agent: I truly understand your concern, Sir/Madam, but unfortunately, we cannot tolerate the
kind of language you are using right now, but can you please tell what is happening with your
service or what is the situation that you said we haven’t resolved?

Customer: Are you serious? Do you want me to repeat that again just because I am talking
to you and you don’t have a damn idea about what I am talking about, you guys are useless,
stupid, bunch of ignorant you are!

Agent: I’m going to do my very best to help you, sir/ma’am, but can we keep this call
professional? So, I can do my best to assist you. I will need to ask you the information to pull
up your account, because currently I don’t have it in my system, please help me providing
me that information so I can help you in the best way I can.

Customer: An don’t want to give that information again, I need solutions you stupid guy!

Agent: I’m sorry you’re so upset, Sir/Ma’am. But if this continues, I will ask you to call back
in another time so we can assist you.

Customer: What about if I don’t want to?

Agent: I apologize, sir/ma’am, but if you continue to use this language, I will be forced to end
this call. This is my first warning.

Customer: If I don’t want to stop doing it, what are you going to do?

Agent: I apologize once again, but if you continue to use this language, I will be forced to
end this call. This is my second warning.

Customer: I’m really pissed off and I don’t care if you can you assist me or you say that I am
using that language, anyway I am right and I want my issue to be fixed stupid and I don’t care
about what you are doing or not, I need my issue fixed useless person!

Agent: Sir/ma’am, this is my third and last warning, as I mentioned before I will need to
release the call, thank you for calling AT&T, have a nice day.

NOTE:
Normally after 3 warnings you as an agent can hung up the call because the customer is not
behaving in the proper way, you have all the right to hung up the call after letting him know
that he is not using the proper language and way to express his/her concern.

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 HOW TO GATHER INFO FROM THE CUSTOMER
Agent: Thank you for calling tech support, my name is ______, how may I assist you today?

Customer: Yes, my name is ______, and I am having issues with my internet and I need to
send homework to my university and I can’t!

Agent: I am sorry to hear what is happening with you, I totally understand that you are trying
to send the homework to the university and the internet is not working right now, I will be
more than glad to help you right away.

Customer: Yes, that’s correct, I need you to fix it!

Agent: In order for me to help you, I need to gather some information, I will ask you some
questions ok.

Customer: Ok, go ahead, what info do you need?

Agent: Can you please provide me with your account number, so I can access your
information? Thank you!

Customer: Ok, it is 1234567890

Agent: Thank you for that. Now can you please verify with me your physical address and
your email address? Thank you!

Customer: Ok, it is 325 5th Ave North, Miami beach Fl, 33122 and my email is
[email protected]

Agent: Thank you for providing me the information, now we’re going to follow some steps to
resolve your issue.

Customer: Ok, thanks!

CALL PROCESSES

TRANSFER A CALL
Agent: Sir/Ma’am, in order for me to continue with the service I need to transfer you to
another department because the process needs to continue with them, may I please place
you on hold for no more than 2 minutes?

Customer: Ok, that’s fine, go ahead.

Agent: Thank you, please hold.

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 THE CUSTOMER IS PLACED ON HOLD FOR NO MORE THAN 2 MINUTES.

Agent: Thank you very much for holding, I am going to transfer you now to the ________
Department, have a nice day!

CONFERENCE A CALL

Agent: Sir/Ma’am, in order for me to continue with the assistance, I need to check with
another department so I can either transfer you or conference the call, may I please place
you on hold for no more than 2 minutes?

Customer: Ok, that’s fine, go ahead.

Agent: Thank you, please hold.

THE CUSTOMER IS PLACED ON HOLD FOR NO MORE THAN 2 MINUTES.

Agent: Thank you very much for holding, I am right now with the specialist from the other
department so we can continue with the call.

PLACE CUSTOMER ON HOLD

Agent: Sir/Ma’am, in order to continue assisting you I will need to contact another
department, may I please place you on hold for no more than 2 minutes while I contact the
other Department?

Customer: Ok, that’s fine, go ahead.

Agent: Thank you, please hold. (CSR MUST WAIT FOR AUTHORIZATION)

THE CUSTOMER IS PLACED ON HOLD FOR NO MORE THAN 2 MINUTES.

Agent: Thank you very much for holding, I really appreciate your patience, this is the
information that I have for you...

HOW TO DE-ESCALATE A CALL

1ST SCENARIO
WHEN THE CUSTOMER REQUEST A SUPERVISOR FROM THE BEGINNING OF THE
CALL

Agent: Thank you for calling tech support, my name is _____, how may I assist you today?

Customer: You know what… I want to talk to your supervisor now!

Coach Oscar Montes - May 2020 38

Agent: Well Sir/Ma’am, I do understand your frustration and I might be in the same way as
you are now, but please allow me to assist you with the process, my supervisor can help
you, but I can also do my best to help you with that, can you please explain to me what
happened?

Customer: Ok, here is it my issue...

2ND SCENARIO
WHEN THE CUSTOMER REQUEST A SUPERVISOR DURING THE PROCESS OF THE
CALL

Customer: I want to talk to your supervisor; you’re not helping me at all.

Agent: Well Sir/Ma’am, as a customer myself I do understand your frustration and I might be
in the same way as you are now, but as you can see I am doing my best in order to help you,
but there is a process that we need to follow to have a better resolution, I will ask you to be
patient with me because I am working to resolve your issue.

Customer: But it doesn’t seem to work.

Agent: I understand, but I am working on that, please be patient with me.

TECH SUPPORT INSTRUCTIONS

CANCELING NETFLIX ACCOUNT

1. Sign in to Netflix.

2. Click the down arrow at the top right of the page, next to your profile name.

3. Select the Account section.

4. Under Membership and billing, click the gray Cancel membership box.

5. Click Finish cancellation to confirm you want to cancel.

CREATING A NETFLIX ACCOUNT #1

1. Visit www.netflix.com in a web browser. No matter what type of device you use, you can
sign up for a Netflix account at Netflix.com. You’ll even get a free one-month trial
membership when you sign up for the first time.
Despite the free trial, you’ll still need to provide a credit card or other payment method,
such as PayPal or a prepaid Netflix card.

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 You won’t be billed for service if you cancel your membership before the end of the trial
month. You’ll receive an email a few days before the trial is up so you have a chance to
cancel.

2. Click the “Join Free for a Month” button. Now you’ll move through a series of screens that
will take you through the signup process.

3. Click “See the Plans” to view your options. The names of available streaming plans will
appear, along with a short description and pricing information.

4. Select a streaming plan, then click “Continue.” Netflix has three different viewing options
from which to choose:
Basic: This inexpensive option allows you to watch Netflix on one device at a time. Select
Basic if you won’t be sharing your account with anyone else. HD (High Definition) video is
not included.
Standard: You’ll get HD-quality video on up to 2 screens at once. If you share your
password with another person, you can both watch HD-quality video at the same time.
Premium: Up to 4 people can watch different streams at the same time. Ultra HD is a step
above regular HD and perfect for screens that display 4k resolution.

5. Create a new account. Enter your email address and a new password into the fields
provided, and then click “Continue.”

6. Select a payment option. The available options will appear on the screen.
Netflix accepts major credit cards as well as debit cards with Visa, Mastercard, Amex or
Discover logos.
In the United States and some other areas, you can use a PayPal account to sign up for
Netflix. PayPal allows you to make online payments using your bank account, as well as
credit cards.
If you don’t have a credit card or PayPal, you can use a Netflix gift card in many areas.
You can find these gift cards at most any retail location where gift cards are sold (e.g.,
department stores, pharmacies) and load it with cash.
7. Enter your payment details. Follow the prompts to enter your payment details (or PayPal
login information).

8. Start your Netflix membership. Click “Start Membership” to finish creating your account.
Now you can browse and stream movies and television shows from any supported device.

CREATING A NETFLIX ACCOUNT #2

1. Launch the Play Store (Android) or App Store (iOS). To get started with Netflix, install the
Netflix app on your phone or tablet. You’ll get a free one-month trial membership when you
sign up for the first time.
You’ll need to provide a payment method, such as a credit card, PayPal, or a prepaid
Netflix card, to sign up for membership.
You won’t be billed if you cancel before the end of the free month. You’ll get a reminder
email a few days before the end of the trial.
Coach Oscar Montes - May 2020 40
2. Search for the Netflix app. Type “Netflix” into the search box and tap the magnifying glass
icon.

3. Tap the Netflix app when it displays in search results. The Netflix app is published by
Netflix, INC and is free to download.

4. Tap “Install.” The app will now install to your Android.

5. Launch the Netflix application. The app will open, displaying a message about signing up
for the service.

6. Tap the “Join Free for a Month” button. Now you’ll see three service options from which to
choose:
Basic: This inexpensive option allows you to watch Netflix on one device at a time. Choose
Basic if you’re the only one who’ll be using this account. HD (High Definition) video is not
included.
Standard: You’ll get HD-quality video on up to 2 devices at once. If you want to share your
account with someone, you’ll both be able to watch HD-quality video at the same time.
Premium: Up to 4 people can watch different streams at the same time. Ultra HD is a step
above regular HD and perfect for screens that display 4k resolution.

7. Tap to select a plan, and then tap “Continue.” Now you’ll see a signup screen.

8. Create your account. Enter your email address and a new password for Netflix, and then
tap “Register.”

9. Select a payment option. The available options will appear on the screen. Netflix accepts
credit or debit cards with Visa, Mastercard, Amex or Discover logos.
In the United States and some other areas, you can use PayPal. PayPal allows you to
make payments using your bank account or credit card.
If you have neither a credit card nor PayPal, you can use a Netflix gift card (if shown). You
can find these cards (and load them with cash) at most stores where gift cards are sold.

10. Enter your payment details. Follow the prompts to enter your payment details (or PayPal
login information).

11. Start your membership. Click “Start Membership” to finish creating your new account. Now
you can browse and stream movies and television from any supported device.

CREATING A GMAIL ACCOUNT

1. Go to www.gmail.com.

2. Click Create account.

3. The sign-up form will appear. Follow the directions by entering the required information.

Coach Oscar Montes - May 2020 41

4. Next, enter your phone number to verify your account. Google uses a two-step verification
process for your security.

5. You will receive a text message from Google with a verification code. Enter the code to
complete the account verification.

6. Next, you will see a form to enter some of your personal information, like your name and
birthday.

7. Review Google's Terms of Service and Privacy Policy, then click I agree.

8. Your account will be created.

CREATING A FACEBOOK ACCOUNT

1. Go to www.facebook.com/r.php.

2. Enter your name, email or mobile phone number, password, date of birth and gender.

3. Click Sign Up.

4. To finish creating your account, you need to confirm your email or mobile phone number.

PLAY STATION TROUBLESHOOT STEPS

CHANGE PASSWORD ON PLAY 4
Step 1: From the PS4™ Home Screen, go to Settings > Account Management > Account
Information > Security.

Step 2: If prompted, enter your Sign-In ID and current password.

Step 3: Enter your current password, then your new password twice > Confirm.

Step 4: You will then receive an email confirmation that your password has been changed.

CHANGE PASSWORD ON WEB BROWSER

Step 1: Sign in to PlayStation Network. Enter the email address and password associated
with your account on PlayStation™ Network.

Step 2: In the Account section on the left, select Security, click Edit button next
to Password > Change Your Password.

Coach Oscar Montes - May 2020 42

Step 3: Enter your current password, and then your new password twice and click Save.

Step 4: You will then receive an email confirmation that your password has been changed.

OTHER TROUBLESHOOTING STEPS FOR PLAY 4

CHECK YOUR CABLES
Make sure your Ethernet cable is securely plugged into the NETWORK connector on the
PlayStation® console and your internet provider modem.
Make sure to use the shortest Ethernet cable you can, no longer than 25 feet.
Use only an Ethernet cable compatible with 10BASE-T, 100BASE-TX or 1000BASE-T
networks.
Do not use a cord for a standard residential telephone line or cable types other than those
mentioned here.

CHECK YOUR INTERNET CONNECTION

Confirm that you are able to connect to the Internet from your location using your home
computer, on the same network. If you cannot connect to the Internet, you will need to contact
your Internet Service Provider (ISP) for additional assistance on your
account/connection. Sony Interactive Entertainment, LLC does not have access to your ISP
account settings.
Wireless Specific Troubleshooting
Confirm that you can connect to your wireless network with your WEP or WPA security
password.
If you do not know how to operate or access your wireless modem, you will need to contact
the manufacturer of the equipment directly.

POWER CYCLE ROUTER

Unplug your PlayStation® console and router from your wall or power strip for 2 minutes.
Then, plug them back in and power on your console to see if you are able to connect to the
Internet.

I CAN GET TO INTERNET BUT NOT TO THE PLAYSTATION® GAME SERVERS

If you are able to connect to the Internet, but cannot get into PlayStation® game servers or
network, it may be a firewall issue.

STEPS TO CONNECT TO PLAYSTATION™NETWORK GAME SERVERS

If you are unsure of how to open the ports on your modem, contact your Internet Service
Provider or router manufacturer for proper instructions.

Step 1: Check the list of ports below based on your PlayStation® console or service.

Step 2: Make sure to enable these TCP/UDP ports in BOTH directions and are entered into
the TCP and UDP port fields in your modem.

Coach Oscar Montes - May 2020 43

 PLAY STATION REFUND POLICY
PLAYSTATION® REFUNDS FOR GAMES, DLC, ADD-ONS
Full games, downloadable content, themes, avatars and season passes fall under this
category.

After purchasing this type of content through PlayStation™ Store, you have 14 days from
purchase to request a refund to your payment method on PlayStation™ Network. If you
started to download or stream the purchased content you are not eligible for a refund unless
the content is faulty.
To request a refund for Games, DLC, Add-ons content, please contact
PlayStation® support.

PLAYSTATION® REFUNDS FOR PRE-ORDERED DIGITAL CONTENT

A pre-order refers to any purchase of digital content made from PlayStation™ Store before
the content release date. There are two types of pre-order refund requests, depending on the
date the content was pre-ordered.

PRE-ORDER PURCHASES MORE THAN 14 DAYS BEFORE THE RELEASE DATE

You may request a refund to your payment method on PlayStation™ Network at any time up
until the release date of the content.
PRE-ORDER PURCHASES LESS THAN 14 DAYS BEFORE THE RELEASE DATE
You may request a refund to your payment method on PlayStation™ Network up to 14 days
after the date of purchase.
To request a refund for a pre-ordered digital content, please contact PlayStation® support.
Read PlayStation™ Store Cancellation Policy

You may have additional refund rights under applicable local law for pre-order purchases if
the release date changes; nothing in the summary above limits any such rights under local
law.

PLAYSTATION® REFUNDS FOR SUBSCRIPTIONS

A subscriptions purchased from the PlayStation™ Store, with reoccurring fees, include
PlayStation™ Plus, PlayStation™ Now, EA Access, or Spotify® Premium on PlayStation™
Music. After purchasing a subscription to PlayStation™ Plus, PlayStation™ Now or
Spotify® Premium service you have 14 days to request a refund to your payment method on
PlayStation™ Network. Free trial periods are in the 14-day refund window.

Coach Oscar Montes - May 2020 44

 AMERICAN CULTURE INFO

UNITED STATES HOLIDAYS

CHRISTMAS (December 25 (Fixed))

Christmas is the celebration of Jesus' birth. Celebrations are marked
by decorations and exchanging of gifts between family members and friends. Most popular
holiday based on greeting card sales. Also known for having the second highest church
attendance. behind Easter. Widely celebrated as a secular holiday.

THANKSGIVING (November 22–28 (Floating Thursday))

Thanksgiving is a celebration of thanks for the previous year, with families and friends
gathering for a large meal or dinner. Consequently, the Thanksgiving holiday weekend is one
of the busiest travel periods of the year. One-sixth of the turkeys consumed annually in the
U.S. are eaten around Thanksgiving.

MOTHER’S DAY May 8–14 (Floating Sunday)

Mother's Day recognizes mothers, motherhood and maternal bonds in general, as well as the
positive contributions that they make to society. Known for having the highest restaurant
sales, even compared with Valentine's Day, as well as the highest church attendance after
Easter and Christmas.

EASTER (March 22 – April 25 (Floating Sunday))

Easter commemorates the resurrection of Jesus from the dead. The highest church
attendance happens on Easter. Like Christmas, it has become a widely celebrated secular
holiday, and customs observed by both Christians and some non-Christians include egg
hunting, the Easter Bunny, and Easter parades.

INDEPENCE DAY (July 4 (Fixed))

Independence Day, also commonly known as the Fourth of July, marks the date that
the Declaration of Independence was adopted in 1776. The holiday is best known for
fireworks and barbecues. 45% of American celebrate the 4th of July with fireworks,
accounting for about $675 million in fireworks sales

FATHER’S DAY (June 15–21 (Floating Sunday))

Father's Day is a celebration honoring fathers and celebrating fatherhood, paternal bonds,
and the influence of fathers in society. It accounts for the highest sales of ties and neckwear
annually, around $12.7 billion.

HALLOWEEN (October 31 (Fixed))

Halloween celebrations are marked by costumed children knocking door to door asking for
treats, and costumed adults attending parties. The most popular holiday for candy sales,
amounting to $2.6 billion in 2015. The same year, $6.9 billion was spent on candy, costumes,
and pumpkins, all of which are directly attributed to this holiday.

Coach Oscar Montes - May 2020 45

VALENTINES DAY (February 14 (Fixed))
Valentine's Day is recognized as a significant cultural, religious, and commercial celebration
of romance and romantic love. It accounts for 224 million roses grown annually. 24% of
American adults purchased flowers for Valentine's Day in 2015. The holiday comes in second
in terms of annual restaurant sales, behind Mother's Day.

SAINT PATRICKS DAY (March 17 (Fixed))

Saint Patrick's Day commemorates Saint Patrick and the arrival of Christianity in Ireland, and
celebrates the heritage and culture of the Irish in general. Celebrations generally involve
public parades and festivals, parties, the wearing of green attire or shamrocks, and alcohol
consumption.

DECEMBER 31ST (New Year's Day (New Year's Eve))

Observed on January 1, the first day of the year on the modern Gregorian calendar as well
as the Julian calendar. Known for being the holiday with the highest alcohol consumption,
evidenced by the spike in sales around between Christmas Eve and New Year's Eve.

TOP 10 MOST POPULAR SPORTS IN US

1. AMERICAN FOOTBALL (NFL)

American Football is the most popular sport in America. Football is also the 9th Most Popular
Sport All Around the World. the Biggest Competition Organized under the National Football
League(NFL). Football or Gridiron is More Popular in Southern areas of America, Like Texas,
Florida, and California.
With the attraction of money and fame, football is the most popular sport in America. The list
of highest-paid athletes in the world is mostly dominated by American football players.
Nowadays you can also watch Thursday Night Football from anywhere in the world and enjoy
fast and high-quality streaming.

2. BASEBALL (MLB)
Baseball is the 2nd most popular sport in America and the 7th most popular sport in the world
This sport is also known as the United State’s national pastime. In America, there are mainly
two levels of baseball competition, minor league baseball and major league baseball (MLB).
The popularity of Baseball has not just touched a great height in America but all over the
world. A huge number of the audience are now following baseball matches.

3. BASKETBALL (NBA)
Basketball is one of the most popular sports in the USA after Football & Baseball. Also, it is
the 10th most followed sport in the world. Basketball’s competitions organized under the
National Basketball Association (NBA). NBA has produced some greatest basketball
players like Micheal Jorden and LeBron James. And, with an estimated 14,000 attendance
per match, Basketball is the 3rd most popular sport in the United States.

4. ICE HOCKEY (NHL)

It is known as “hockey”; the name “ice hockey” is used in countries where “hockey” generally
refers to field hockey. It is the 4rh Most Popular Sport in America.

Coach Oscar Montes - May 2020 46

hockey is most popular in areas of North America (particularly Canada and northern parts of
the United States) and Europe. In North America, the National Hockey League (NHL) is the
highest level for men’s hockey and the most popular. America Won its first Gold Medal in
Winters Olympics. With the introduction of artificial ice rinks, Hockey has today become one
of the most popular passtime indoor sport.

5. SOCCER/FOOTBALL/ASSOCIATION FOOTBALL (MLS)

Soccer is one of the most popular sports in the world. Soccer is the fifth most popular sport
in America, although, Soccer is not as popular as Football, Baseball, Basketball, and Ice-
Hockey in America. It still has huge viewership and participation in soccer. Recently after the
introduction of great soccer players like David Beckham and Wayne Rooney, MLS has
witnessed a sharp increase in the viewership.

6. TENNIS
Tennis is the next sport in the list of most popular sports in America. This game is equally
popular in men & women. Greatest tennis players of all time like Serena Williams, Venus
Williams, Andy Roddick, and others are the current inspirations for youngsters in America.
The United States has had a glorious record in tennis since they started participating in this
sport.

7. GOLF
Golf is the 7th most popular sport in the USA. Tiger Woods arguably the most popular
contemporary Golf figure in the United States. Besides, he is also among the greatest golfers
of all time that made American very proud. Golf is also the 8th most popular sport in the world.

8. WRESTLING | WWE
Pro-wrestling is the next most popular sport in the USA. The wrestling organized under WWE
is highly followed by American people. John Cena, Undertaker, Stone Cold, and The Rock
are some of the most popular WWE superstars in the USA in 2019.

9. MOTOR SPORTS
Motor Sports Including auto-car and motorcycle racing, is the 9th sport in the list of Most
Watched Sports in the USA. NASCAR is the biggest organization in the USA, which organizes
races in America. Motor Sports is the 2nd most-watched sport after Football in the American
continent.

10. BADMINTON
Badminton is one of the best and amazing sports on the American sports list. Lots of people
playing this game for just entertainment but at national-based, this game has no name.
Badminton is also an easy game that people can play anywhere and in any place. This game
mostly played in Universities, Colleges, and Schools.

Coach Oscar Montes - May 2020 47

 AMERICA'S TOP TEN SPORTING EVENTS
1. SUPER BOWL
The Super Bowl has become so big, that over 200 countries now televise the Super
Bowl. The commercials, half-time show, and events surrounding the week leading up to the
game have become just as big as the game itself. The name was derived from late Chiefs
owner Lamar Hunt after seeing his children play with a superball. Super Bowl XLIV set the
record for the most viewers with 106.5 million.

2. FINAL FOUR
The NCAA Tournament began in 1939. When it first began, the NCAA took a back seat to
the more prestigious, and East Coast based National Invitation Tournament. The NCAA
Tournament wasn’t televised until 1962. Only a condensed version of the championship
game was aired on ABC’s Wide World of Sports. This was after the semifinals were edited
out. The NCAA signed a $10.8 billion deal in April with CBS and TBS to broadcast its games
through 2024.

3. NFL OPENING NIGHT/WEEKEND

The NFL kickoff game on opening weekend began in 2002. It has included the defending
Super Bowl champion since 2004. Created by NFL marketing executive John Collins, it
provided the NFL with an additional $1.9 billion in revenue in the 14 months after its inception.

4. NFL DRAFT
The NFL Draft began in 1936 as a way to disperse college players to NFL teams
equitably. Jay Berwanger, the first Heisman Trophy winner the previous fall, was the first
player picked. He elected not to pursue a professional football career.
The draft has always been held in New York. The 2010 NFL Draft was the first one held in
primetime. Although tickets are free, fans must arrive early and wait on long lines to see who
the next great NFL stars might be. The first draft was nine rounds. There were as many as
17 rounds in the 1970’s.

5. DAYTONA 500
Daytona 500- The first official Daytona 500 occurred in 1959 after the opening of Daytona
International Speedway. Originally, shorter races were held on what was called the Daytona
Beach Road course. The original race was won by Lee Petty, the patriarch of the great Petty
racing family.
In 1995, the Daytona 500 passed the Indianapolis 500 as the most watched auto race in the
United States. Indy still attracts more attendees and international viewership. It was the first
auto race to be covered in its entirety when CBS covered Daytona in 1979. No one has won
back to back at Daytona since Cale Yarborough in 1983-84.

6. NBA ALL-STAR GAME

The first NBA All-Star game was played in Boston in 1951. The game was also at Boston
Garden in 1952. The game is often criticized as the least genuine All-Star game of the four
major North American sports. Its lack of defense frustrates many fans.
Taking a cue from the ABA, the NBA began its slam dunk competition and All-Star weekend
(then just Saturday night) in 1984.

Coach Oscar Montes - May 2020 48

It has added to the festivities and created some legendary moments. Five-foot-seven Spud
Webb winning the 1986 slam dunk contest in his hometown of Dallas, and Michael Jordan’s
dramatic victory over Dominique Wilkins stick out.

7. KENTUCKY DERBY
The fastest two minutes in sports is the oldest of these 10 prestigious events. It has been run
every year since 1875. The Derby and Churchill Downs were founded by the Meriwether
Lewis Clark Jr. He was the grandson of explorer William Clark (Lewis and Clark). He was
inspired by the Epsom Darby in England and the Paris Grand Prix, now known as the Arc
D’Triomphe.

The race was originally held at 1.5 miles and was changed to its current distance of 1.25
miles in 1896. Aristides was the winner of the inaugural Derby. The Derby was way ahead of
its time in many ways. Between 1875 and 1902, African-American jockeys won 15 times,
and the first female owner occurred in 1904. The first televised Derby was in 1952.

8. MASTERS
Legendary golfer Bobby Jones wanted the perfect piece of land to build a golf course after
his retirement. He found it in Augusta, Georgia, and the first Masters took place in 1934.
It was originally known as the Augusta National Iniviation Tournament. The course was
flipped back then with 10-18 utilized as the front nine and 1-9 as the back nine. It was reversed
to its present state in 1935, and the name Masters was first used in 1939.
The Masters was first televised in 1956 by CBS. They only televised the last four holes. They
have televised every Masters since then.
CBS was not allowed to air all 18 holes until 2000. Augusta National restricts the cable
networks to only three hours of coverage per day in the early round. This is presumably done
to increase ratings. Tickets to the Masters are very tough to get. Only members of a “Patrons”
list are eligible.

9. MLB ALL-STAR GAME

The original of the All-Star games first occurred on July 6, 1933 at Comiskey Park in Chicago.
The game was created by Chicago Tribune sports writer Arch Ward. The idea was that the
game would coincide with Chicago’s Century of progress exposition.
Lefty Grove earned the win and Bill Hallahan was charged with the loss. Babe Ruth hit the
first All-Star game home run and Frankie Frisch hit the National League’s first HR.
The 1934 game was remembered for pitching. Carl Hubbell struck out five Hall of Famers in
succession. Ruth, Gehrig, and Jimmy Foxx in the first and Al Simmons, and Joe Cronin in
the second. The Home Run Derby was added in 1985, and Futures game in 1999. The most
All-Star games have been played in Chicago and New York.

10. US OPEN TENNIS

The U.S. Open has been held every year since 1891. It has been the final Grand Slam of
the Year since 1987. It is held the week before and after Labor Day weekend.
It moved to hard courts in Flushing Meadows, Queens, NY with the creation of the National
Tennis Center in 1978.
It was previously held at the West Side Tennis Club on grass, and then clay during the final
three years there. The U.S. Open was originally held at the Newport Casino in Newport,

Coach Oscar Montes - May 2020 49

RI. It is now the site of the International Tennis Hall of Fame. Jimmy Connors is the only
player, male or female to win the Open on all three surfaces.
In 1970, the U.S. became the first Grand Slam to utilize the tiebreaker. It is presently the only
slam to use a tiebreak in the final set. The other three play out the final set. That creates the
possibility of a 70-68 fifth set.

PHONETIC ALPHABET

HOW TO READ PHONETIC ALPHABET

When you are going to spell the word
phonetically, you can use three different ways:

AS IN: A AS IN ALPHA / B AS IN BRAVO

FOR: A FOR ALPHA / B FOR BRAVO
JUST THE WORD: ALPHA / BRAVO

When you ask the customer, you can ask:

Can you please spell it phonetically?

OVERCOME E4CC REJECTION

Sometimes recruiters can get upset, get mad or get angry just because we are from E4CC,
or we say that we come from E4CC, therefore we need to give the best answer without
reacting like them or show them that they are right.

REMEMBER:
CONFIDENCE, SMILE AND FLUENCY IS VITAL AT THE TIME OF THIS INTERVIEW

FROM THE BEGINNING OF THE INTERVIEW

Recruiter: Hi, how are you, what’s your name?

Candidate: My name is XXXX XXXXX

Recruiter: Before starting the interview I want to ask you a question, where did you study
English?

Candidate: I studied at E4CC.

Coach Oscar Montes - May 2020 50

Recruiter: You know what, I think people from E4CC are not good to work in a CC, they
sound like robotic or they just learn the answer.

Candidate: Well, I totally understand your opinion and I respect that, but in my point of view,
the academy that I am coming from it doesn’t really matter, the reason why is because is not
the academy, is my discipline to learn English that brought me here and made me apply here,
because at the end if I have what you’re looking for, the academy that I am coming from it
doesn’t really make a difference, so I would ask you to give me a chance so I can show that
I have the abilities and capabilities to work here please.

AT THE END OF THE INTERVIEW

Recruiter: Hey, that was a good interview, I really liked it, one last question, where did you
learn English?

Candidate: I studied at E4CC.

Recruiter: You know what, I think people from E4CC are not good to work in a CC, they
sound like robotic or they just learn the answer, I think that you will need to come back.

Candidate: Well, I totally understand your opinion and I respect that, but based on what you
said, you said that I did a good job and I know I did, and now that I mentioned the academy,
suddenly you changed your mind, I think that I showed you that I have what you need in a
candidate, but still, I respect your opinion about it, but you will see me next time, because I
will not give up to get a job here, because at the end the academy I am coming from it doesn’t
make a difference if I have what you are looking for.

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