Scenario 1 Greeting:

Thank you for calling <Company Name>.

During role play, assume that the sample call date is the date today. My name is <your name>, how may I
help you?
Company Name: Customer ID:
Order Tracker #: Crx52163
Customer Care 24567810
Callers Name: Johnny Product name:
State/ Zip code: 10005 Facilitators note:
Monroe Medication 1
Date Ordered: Timeframe: will ship within 2
Call Date: 5/16/2022 Customers Age: 75 Years old
5/13/2022 business days after order is
Refund Eligibility: No Credit Eligibility: No placed/received Customer Demeanor: Irritated, Worried.
Verbal Cues: Deep sigh, complain about
Scenario: A customer ordered a medication online, and they still haven’t received it
not receiving the medication. Running
after the expected delivery date
out of medication and badly needed it.

Scenario 2 Greeting:
Thank you for calling <Company Name>.
During role play, assume that the sample call date is the date today. My name is <your name>, how may I
help you?
Company Name:
Customer ID: 24567810 Order Tracker #: Cxrj56
Customer Care
Callers Name: William
Service: Online Portal State/ Zip code: 10005 Facilitators note:
Smith
Timeframe: will ship within 2
Date Ordered: 5/13/2022
Call Date: 5/16/2022 business days after order is Customers Age: 50 Years old
Order Status: Shipped
placed/received
Customer Demeanor: Angry, confused.
Scenario: A customer called in about his online account malfunctioning resulting for
Verbal Cues: Don’t want to go over with
him not to track his order. The customer’s emotions have gotten the best of
troubleshooting
him/her.
steps. Complain about the online self-
service.

Scenario 3 Greeting:
Thank you for calling <Company Name>.
During role play, assume that the sample call date is the date today. My name is <your name>, how may I help
you?
Company Name: Customer ID:
Callers Name: Joe Johnson
Customer Care 24567810
Monthly Bill: $7 Balance: $21 Payment Method: Credit Card Facilitators note:
Timeframe: Credit Card/Debit Card Customers Age: 70 Years old
Payment
Call Date: 5/16/2022 Payments will be visible on their Customer Demeanor: Frustrated
Date: 5/18/2022
account within 3 calendar days
Verbal Cues: Ask questions why he have
Scenario: A member called in about a balance on his account stating that he’s already balance for his
paid for his premium bill. premium. Member insist that he
completed his payment.
 MOCK CALL RUBIC SCORE

POSSIBLE
PARAMETERS SCOPE DESCRIPTION
SCORE
CCR greeted the member enthusiastically / CCR
5
Opens the call with the used proper greeting
OPENING appropriate greeting and in a
timely manner. CCR introduced himself/herself 5

Empathize/relate to the caller’s personal situation 5

In providing empathy
statements must show
EMPATHY Apologize when necessary 5
"acknowledgement, empathy
then ownership"
CCR reacted appropriately to their situation,
5
displaying a sincere concern

CCR redeemed himself when asked to repeat

5
information that was not clear to the member

Used probing questions to clarify the customer's

5
concern

UNDERSTANDBALE Information is presented in an

LANGUAGE organized manner Proper grammar 5

Responses and tone were conversational rather

5
than reading strictly from script,

CCR provides information in a clear and concise

5
manner

CCR is not rude and impatient / 5

CCR built rapport with the member/ 5

PROFESSIONALISM CCR showed courtesy Demonstrated Active Listening 5

Usage of positive words, saying “please” and “thank
5
you”

Personalizing the conversation by calling the

5
member by their name

CCR displayed a sincere concern and desire to

CCR is 100% commitment and 5
Commitment/Follow resolve their issue
desire on resolving the caller's
Through
concern.
Fully resolves the reason for the call, / Took
5
ownership of the call

Recap the call summary 5

CCR must aim for one call Provide resolution question to verify if further
SUMMARY/RESOLUTION resolution. Ensure that all 5
assistance is needed
concerns were resolved.
Provide updated closing verbiage 5

TOTAL 100