Scribd
Upload
13 views2 pages

Customer Service Script CCA

Uploaded by

tabaykimberlyann
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
13 views2 pages

Customer Service Script CCA

Uploaded by

tabaykimberlyann
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
You are on page 1/ 2

Customer Service Script

Greeting:

1. Representative: "Hello, thank you for calling Call Center Academy, How can I assist
you today?"

Identifying the Issue:

2. Customer: "I'm having trouble with my internet, I am not receiving any emails, I work from
home and I can’t work without my internet working.

3. Representative: "I’m sorry to hear that you're having trouble with your internet. I’d be happy
to help. Can I please have your name and any relevant account or order information to better
assist you?"

Gathering Information: This includes verification of the account, verifying the account
maintains the privacy and security of the account.

4. Customer: My name is Mary Copeland, my address is 4418 Jadewood Farms Livingston NJ


07039 862-223-6728, my account number is 2345890712.

5. Representative: "Thank you, Mary I’m just pulling up your information now."

Addressing the Issue:

6. Representative: "I see that the reason why you don’t have internet connection it is becase we
have unfortunately did not receive any payments from you since July 1st, Here’s what I can do to
resolve this for you: We can make a payment over the phone now, and once payment has been
made then your internet will be reconnected after 2 to 4 hours, does that sound good to you?

7. Customer: Oh, I see. I understand that now, yes sure, I would like to make a payment now, I
have an Amex Card on file ending in 1234, you may take the payment out from that card.

6.1 Representative: That is awesome, so I will process the payment for $39.99 out from your
American Express Card ending in 1234, you will receive a receipt via email to your email
address on file which is [email protected]. Once again your internet will be reconnected
after 2 to 4 hours from the time you made a payment.

Resolving the Issue:

8. Representative: "Just to confirm Mary, I was able to successfully process your payment, and
sent you the receipt of it via email, please monitor your internet within 2 to 4 hours, Is there
anything else I can assist you with today?"
Closing the Call:

9. Customer: No, thank you for your help.

10. Representative: "Thank you for calling Call Center Academy Mary, If you have any more
questions or need further assistance, feel free to reach out. Have a great day!"

You might also like