call center training
DESCRIPTION
Call Center Training. Training. Center. Call. Call Center Training. Training. Center. Call. Before we begin…. Pick an Avatar:. Call Center Training. Before we begin…. Pick an Avatar:. Call Center Training. Before we begin…. Pick an Avatar:. Call Center Training. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/1.jpg)
CallCenterTraining
![Page 2: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/2.jpg)
CallCenterTrainingBefore we begin…
Pick an Avatar:
![Page 3: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/3.jpg)
Before we begin…
Pick an Avatar:
![Page 4: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/4.jpg)
Before we begin…
Pick an Avatar:
![Page 5: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/5.jpg)
Before we begin…
Pick an Avatar:
![Page 6: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/6.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:
![Page 7: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/7.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:Go Back
This scenario is not available in this demo. Please select a different scenario.
![Page 8: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/8.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:Go Back
This scenario is not available in this demo. Please select a different scenario.
![Page 9: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/9.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:
![Page 10: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/10.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:
![Page 11: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/11.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:Go Back
This scenario is not available in this demo. Please select a different scenario.
![Page 12: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/12.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:Go Back
This scenario is not available in this demo. Please select a different scenario.
![Page 13: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/13.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:
![Page 14: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/14.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:
![Page 15: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/15.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:Go Back
This scenario is not available in this demo. Please select a different scenario.
![Page 16: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/16.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:Go Back
This scenario is not available in this demo. Please select a different scenario.
![Page 17: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/17.jpg)
Before we begin…
Pick an Avatar:
Billing Question
New Customer
Account Closure
Select a scenario:
![Page 18: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/18.jpg)
Before we begin…
Billing Question
New Customer
Account Closure
Select a scenario:In this scenario, you will be helping a customer with a billing question.
The goal is to help the customer with their questions , without escalating the situation
Begin
New Call Center Employee
“Rosie”
![Page 19: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/19.jpg)
"Hi, thank you for calling ComPay. My name is Rosie. How can I help you today?"
"Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
Select a response
![Page 20: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/20.jpg)
"Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“Be careful with your words when responding to a customer.
Remember they are calling to get your help.”
“Let’s continue the scenario and see if you can de-escalate the
situation.”
Continue
![Page 21: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/21.jpg)
"Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“Great response! Remember, our customers are calling to get your
help, so it is important to sound patient
and willing to help.”
“Let's continue with the scenario and see if you can keep the
customer happy.”Continue
![Page 22: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/22.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
![Page 23: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/23.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“Sure Rosie.”
“Great job. You seem to be de-escalating the situation by finding
answers and remaining professional.”
“Continue with the scenario and see if you can resolve the
situation.”
Continue
![Page 24: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/24.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“Take your time when looking at a customer's account. Remember, it is easy to miss small details like
promotion codes or payment errors.”
“You still have an opportunity to de-escalate this situation.”
Continue
![Page 25: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/25.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
![Page 26: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/26.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
“What rebate? What form? I don't have time for all this. Can I speak to your manager, please?”
“It appears you have left the customer confused and unhappy. Next time, try being more patient
and understanding about the customer's situation.”
Try Again Continue
![Page 27: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/27.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
“Well, I suppose that is better than having to pay the fee. Thank you.”
“You did an okay job. The customer seems okay with the
result; however, you could have handled the situation better.”
Try Again Continue
![Page 28: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/28.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Rosie.”
![Page 29: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/29.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Rosie.”“He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!”
“It appears you have left the customer confused and unhappy. Next time, try being more patient
and understanding about the customer's situation.”
Try Again Continue
![Page 30: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/30.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Rosie.”
“Great job!”
“The customer is clearly happy with
the assistance you provided. Keep up the good work!”
Try Again Continue
“That works for me. Thanks for all your help!”
![Page 31: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/31.jpg)
“You're right, I'm sorry. Let me see what I can find out in the system.”
“May I put you on hold while I research this?”
Select
“Listen, don't get mad at me! I didn't cause this problem.“
“Hold please.”
Select
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
![Page 32: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/32.jpg)
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“You're right, I'm sorry. Let me see what I can find out in the system.”
“May I put you on hold while I research this?”
Select
“Listen, don't get mad at me! I didn't cause this problem.“
“Hold please.”
Select
“Try not to take the customers frustration personally. Remember they simply want answers to their
questions.”
“You still have an opportunity to de-escalate this situation by
staying calm and professional.”
Continue
“Well it's your problem...ugh!”
![Page 33: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/33.jpg)
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“Good job. You seem to be de-escalating the situation by finding
answers and remaining professional.”
”Continue with the scenario and see if
you can resolve the situation.”
Continue
“I suppose so.”
![Page 34: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/34.jpg)
“I suppose so.”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
![Page 35: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/35.jpg)
“Fine, then can I speak to a manager? This is getting me nowhere!”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“You’ve clearly left the customer unhappy and frustrated. Next time
try being more patient and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
![Page 36: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/36.jpg)
I think that will work. Thanks for all your help.
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“You did an okay job. The customer seems okay with the
result; however, you could have handled the situation better.”
Try Again Continue
![Page 37: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/37.jpg)
“Well it's your problem...ugh!”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Well, you were wrong. I looked in your records and you have
to pay the $50. That's our
policy on all new accounts.”
Select
![Page 38: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/38.jpg)
“You’ve clearly left the customer unhappy and frustrated. Next time
try being more patient and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
“Well it's your problem...ugh!”“Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!”
![Page 39: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/39.jpg)
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Well, you were wrong. I looked in your records and you have
to pay the $50. That's our
policy on all new accounts.”
Select
“It appears you have left the customer confused and unhappy. Next time try being more patient
and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
“Well it's your problem...ugh!”“I suppose that will work. This is barely worth all the hassle!”
![Page 40: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/40.jpg)
Before we begin…
Billing Question
New Customer
Account Closure
Select a scenario:In this scenario, you will be helping a customer with a billing question.
The goal is to help the customer with their questions , without escalating the situation
Begin
New Call Center Employee
“Tim”
![Page 41: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/41.jpg)
"Hi, thank you for calling ComPay. My name is Tim. How can I help you today?"
"Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
Select a response
![Page 42: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/42.jpg)
"Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“Be careful with your words when responding to a customer.
Remember they are calling to get your help.”
“Let’s continue the scenario and see if you can de-escalate the
situation.”
Continue
![Page 43: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/43.jpg)
"Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“Great response! Remember, our customers are calling to get your
help, so it is important to sound patient
and willing to help.”
“Let's continue with the scenario and see if you can keep the
customer happy.”Continue
![Page 44: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/44.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
![Page 45: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/45.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“Sure Tim.”
“Great job. You seem to be de-escalating the situation by finding
answers and remaining professional.”
“Continue with the scenario and see if you can resolve the
situation.”
Continue
![Page 46: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/46.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“Take your time when looking at a customer's account. Remember, it is easy to miss small details like
promotion codes or payment errors.”
“You still have an opportunity to de-escalate this situation.”
Continue
![Page 47: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/47.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
![Page 48: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/48.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
“What rebate? What form? I don't have time for all this. Can I speak to your manager, please?”
“It appears you have left the customer confused and unhappy. Next time, try being more patient
and understanding about the customer's situation.”
Try Again Continue
![Page 49: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/49.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
“Well, I suppose that is better than having to pay the fee. Thank you.”
“You did an okay job. The customer seems okay with the
result; however, you could have handled the situation better.”
Try Again Continue
![Page 50: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/50.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Tim.”
![Page 51: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/51.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Tim.”“He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!”
“It appears you have left the customer confused and unhappy. Next time, try being more patient
and understanding about the customer's situation.”
Try Again Continue
![Page 52: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/52.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Tim.”
“Great job!”
“The customer is clearly happy with
the assistance you provided. Keep up the good work!”
Try Again Continue
“That works for me. Thanks for all your help!”
![Page 53: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/53.jpg)
“You're right, I'm sorry. Let me see what I can find out in the system.”
“May I put you on hold while I research this?”
Select
“Listen, don't get mad at me! I didn't cause this problem.“
“Hold please.”
Select
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
![Page 54: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/54.jpg)
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“You're right, I'm sorry. Let me see what I can find out in the system.”
“May I put you on hold while I research this?”
Select
“Listen, don't get mad at me! I didn't cause this problem.“
“Hold please.”
Select
“Try not to take the customers frustration personally. Remember they simply want answers to their
questions.”
“You still have an opportunity to de-escalate this situation by
staying calm and professional.”
Continue
“Well it's your problem...ugh!”
![Page 55: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/55.jpg)
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“Good job. You seem to be de-escalating the situation by finding
answers and remaining professional.”
”Continue with the scenario and see if
you can resolve the situation.”
Continue
“I suppose so.”
![Page 56: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/56.jpg)
“I suppose so.”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
![Page 57: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/57.jpg)
“Fine, then can I speak to a manager? This is getting me nowhere!”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“You’ve clearly left the customer unhappy and frustrated. Next time
try being more patient and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
![Page 58: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/58.jpg)
I think that will work. Thanks for all your help.
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“You did an okay job. The customer seems okay with the
result; however, you could have handled the situation better.”
Try Again Continue
![Page 59: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/59.jpg)
“Well it's your problem...ugh!”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Well, you were wrong. I looked in your records and you have
to pay the $50. That's our
policy on all new accounts.”
Select
![Page 60: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/60.jpg)
“You’ve clearly left the customer unhappy and frustrated. Next time
try being more patient and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
“Well it's your problem...ugh!”“Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!”
![Page 61: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/61.jpg)
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Well, you were wrong. I looked in your records and you have
to pay the $50. That's our
policy on all new accounts.”
Select
“It appears you have left the customer confused and unhappy. Next time try being more patient
and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
“Well it's your problem...ugh!”“I suppose that will work. This is barely worth all the hassle!”
![Page 62: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/62.jpg)
Before we begin…
Billing Question
New Customer
Account Closure
Select a scenario:In this scenario, you will be helping a customer with a billing question.
The goal is to help the customer with their questions , without escalating the situation
Begin
New Call Center Employee
“Harriet”
![Page 63: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/63.jpg)
"Hi, thank you for calling ComPay. My name is Harriet. How can I help you today?"
"Hi Harriet, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
Select a response
![Page 64: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/64.jpg)
"Hi Harriet, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“Be careful with your words when responding to a customer.
Remember they are calling to get your help.”
“Let’s continue the scenario and see if you can de-escalate the
situation.”
Continue
![Page 65: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/65.jpg)
"Hi Harriet, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.”
“You probably misunderstood
the guy, so there is not
much I can do about it. Who did you talk
to?”
Select
“Well, let's look into that. Let
me pull up your account. Do
you remember who you talked
to?”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“Great response! Remember, our customers are calling to get your
help, so it is important to sound patient
and willing to help.”
“Let's continue with the scenario and see if you can keep the
customer happy.”Continue
![Page 66: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/66.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
![Page 67: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/67.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“Sure Harriet.”
“Great job. You seem to be de-escalating the situation by finding
answers and remaining professional.”
“Continue with the scenario and see if you can resolve the
situation.”
Continue
![Page 68: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/68.jpg)
“I see the $50 charge and a
promotion code on your
account.”
“May I put you on hold while I research this?”
Select
“Well, I'm looking at your
records. All I know is that they charged
the $50.”
Select
“No I’m afraid I don’t. He said they were running a promotion.”
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“Take your time when looking at a customer's account. Remember, it is easy to miss small details like
promotion codes or payment errors.”
“You still have an opportunity to de-escalate this situation.”
Continue
![Page 69: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/69.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
![Page 70: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/70.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
“What rebate? What form? I don't have time for all this. Can I speak to your manager, please?”
“It appears you have left the customer confused and unhappy. Next time, try being more patient
and understanding about the customer's situation.”
Try Again Continue
![Page 71: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/71.jpg)
“I know they charged me - that's why I'm calling. Can you look up the promotion?”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Calm down, it's just $50. I'll look it up. You
have to pay the fee, but there's
some sort of rebate form you can try.”
Select
“Well, I suppose that is better than having to pay the fee. Thank you.”
“You did an okay job. The customer seems okay with the
result; however, you could have handled the situation better.”
Try Again Continue
![Page 72: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/72.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Harriet.”
![Page 73: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/73.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Harriet.”
“He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!”
“It appears you have left the customer confused and unhappy. Next time, try being more patient
and understanding about the customer's situation.”
Try Again Continue
![Page 74: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/74.jpg)
“You were right! The fee will be waived
in the form of a rebate. “
“Can I send you a rebate slip?”
Select
“Well, it looks like you
misunderstood the guy. You still have to pay the fee.
You can get it back if you
want to fill out a rebate form.”Select
“Sure Harriet.”
“Great job!”
“The customer is clearly happy with
the assistance you provided. Keep up the good work!”
Try Again Continue
“That works for me. Thanks for all your help!”
![Page 75: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/75.jpg)
“You're right, I'm sorry. Let me see what I can find out in the system.”
“May I put you on hold while I research this?”
Select
“Listen, don't get mad at me! I didn't cause this problem.“
“Hold please.”
Select
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
![Page 76: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/76.jpg)
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“You're right, I'm sorry. Let me see what I can find out in the system.”
“May I put you on hold while I research this?”
Select
“Listen, don't get mad at me! I didn't cause this problem.“
“Hold please.”
Select
“Try not to take the customers frustration personally. Remember they simply want answers to their
questions.”
“You still have an opportunity to de-escalate this situation by
staying calm and professional.”
Continue
“Well it's your problem...ugh!”
![Page 77: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/77.jpg)
“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“Good job. You seem to be de-escalating the situation by finding
answers and remaining professional.”
”Continue with the scenario and see if
you can resolve the situation.”
Continue
“I suppose so.”
![Page 78: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/78.jpg)
“I suppose so.”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
![Page 79: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/79.jpg)
“Fine, then can I speak to a manager? This is getting me nowhere!”
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“You’ve clearly left the customer unhappy and frustrated. Next time
try being more patient and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
![Page 80: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/80.jpg)
I think that will work. Thanks for all your help.
“You were right! The fee will be waived
in the form of a rebate. Can I send you a rebate slip?”
Select
“Well, I found the $50 charge,
but there's nothing I can do about it - that's not
my department.”
Select
“You did an okay job. The customer seems okay with the
result; however, you could have handled the situation better.”
Try Again Continue
![Page 81: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/81.jpg)
“Well it's your problem...ugh!”
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Well, you were wrong. I looked in your records and you have
to pay the $50. That's our
policy on all new accounts.”
Select
![Page 82: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/82.jpg)
“You’ve clearly left the customer unhappy and frustrated. Next time
try being more patient and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
“Well it's your problem...ugh!”“Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!”
![Page 83: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/83.jpg)
“You were right! The fee will be waived
in the form of a rebate.”
“Can I send you a rebate slip?”
Select
“Well, you were wrong. I looked in your records and you have
to pay the $50. That's our
policy on all new accounts.”
Select
“It appears you have left the customer confused and unhappy. Next time try being more patient
and understanding about the customers situation.”
“I advise you to try this scenario again.”
Try Again Continue
“Well it's your problem...ugh!”“I suppose that will work. This is barely worth all the hassle!”
![Page 84: Call Center Training](https://reader037.vdocument.in/reader037/viewer/2022102909/5681323b550346895d98a479/html5/thumbnails/84.jpg)
ThankYouYou may exit this demo
Start over