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Call Script Scenario 1

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55 views

Call Script Scenario 1

Uploaded by

dev
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Task 1 Call Script

The following is a line-by-line transcript of a simulated call between you and a Fidelity customer who is
requesting to withdraw money. The transcript ends at the point where the multiple-choice questions
pick up. Use this as context to help answer the multiple-choice questions to follow.

You: Thank you for calling Fidelity Investments. My name is [insert your name] with your Client Services
team. May I ask for your first and last name?

Customer: John Smith

You: Thank you for calling today, John Smith. How may I help?

Customer: Well, I was trying to log into my online account, and I get this error message that says
“Password Reset Required. You’ve made too many login attempts. For security Reasons, you’ll need to
reset your password.” and that I needed to call and speak with a representative.

You: Thank you for the additional information. I am happy to assist you in resetting your password.
What prompted you to log on to the web site today?

Customer: I just got married and I need to change the beneficiary on my account.

You: Congratulations on your marriage, John! That is very exciting. During our conversation today,
would you like me to help you update your beneficiaries online?

Customer: Thank you! Yes, that would be great. I wasn’t sure if I would be able to do that online or not.

You: Absolutely! Most account maintenance requests may be completed online. I will help you reset
your password and regain access to your account first, and then I will direct you to the beneficiary page
so that you may update your elections. This will take about five minutes of your time. How does that
sound?

THE TRANSCRIPT ENDS HERE: Use the multiple-choice responses to help answer questions about the
transaction from the customer.

START YOUR QUIZ:

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