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Mock Script For Final Interview

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15 views

Mock Script For Final Interview

Uploaded by

susanacarrillogamboa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Scenario: The customer is not able to access his account.

Through a series of
questions, you will find out the issue is that we have the wrong email address, and the
solution is to update the email address and resend a welcome email to the customer.

Customer Profile: Male, Age 50-60yrs old, partially deaf, and frustrated

Goal: Resolve the Issue and establish rapport.

Script
Agent: Thank you for calling Fleet Complete my name is _______________ how can I
help you today?

Customer: I’m sorry who is this?

Agent: (Customer is hard of hearing so respond by repeating who are you and ask for the
customer's name and email address)

Customer: Yes, this is ________________ and this is the third time I’m calling and I still
cannot access my account. I feel like I’m paying you guys and not getting any service!

Agent: (Respond to the customer with an empathetic statement and ensure you get the
customer's name and email address)

Customer: I’m calling from _______________ and my email address is ______________.

Agent: (Once you get the name and email address think about what other questions you
would ask so that you can get a full picture of the issue. Come up with at least 2 more
questions)

Customer: (Response according to questions asked)

Agent: Thank you for holding Mr.______. I see what the problem is….it looks like we
don’t have the proper email address for you. I have made the change on your account and
you should be receiving a new welcome email any second in your mailbox. Can you
please confirm that you have received it?

Customer: Hold on

Agent: Take your time. I want to make sure we resolve this issue today.

Customer: Ok I managed to get into my account now.

Agent: Fantastic. I’m glad we were able to fix this today. Anything else I can help you
with?

Customer: No, I’m good thank you.

Agent: (Respond to how to close this call)

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