1.

Payment/Charge
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because…

- You want to balance your account
- You want to check/verify the charge in your account.

Empathy: I understand you’re coming from and I do apologize for the inconvenience it has
caused you.

Assurance: But don’t worry, I will assure you that we will resolve your concern because I am
here to help.

Verification: For verification purposes, may I ask for your first and last name, as well as your
account number
*I do understand, but we really need your information so we could pull out your
records.
*I do understand, I do need to know your account number to know if the records is
yours.

Probing: To further understand the issue, would you mind if I ask you some questions?
- When is the last time you made a payment?
- How much is the charge?

Is it okay if I put the call on hold for a minute or two, because I will verify/check
Hold time: your account in our system?

Thank you for patiently waiting. As I have checked on our system, the reason why
Resolution: you received a charge because the payment you made was for the last month’s
bill and the charge you received is for this month’s bill.
*But if you want, we can process the payment over the phone.

Questions:
 What type of card will you be using?
 What is the name that appears on the card?
 What is credit card number? When is the expiration date? What is the
security number? (last 3 digits at the back of the card)

Please grab a pen and paper (email account), I will provide you the confirmation
number. It will serve as your receipt of the payment/transaction.
*Oh I see, just to give you, your confirmation number is _____.

Miss/Sir, let me just inform you about our auto debit. This will only cost you 5
dollars, a one-time payment, less hassle on your part, you will no longer call us
month to month and we will just debit it from you.
- Okay, I will now enrolling you in our auto debit membership.
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

Confirmation: Have I answered all your concerns for today?

Offered Is there anything else I can help/assist you with today?
Assistance:
Recap: Just a quick recap, you called in today because you want to verify the charge you
received from our company. Informed you that it was for the last month’s bill and
the charge is for this month’s bill. Processed the payment over the phone and
provided you the confirmation number.
- Also informed you about our Auto Debit, and successfully enrolled you.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 2. Delayed Delivery
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because of delayed items that you
purchased in our company.

Empathy: I understand you’re coming from and I do apologize for the inconvenience it
has caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern because I
am here to help.

Verification: For verification purposes, may I ask for your first and last name, as well as
your order number
*I do understand, but we really need your information so we could pull out
your records.
*I do understand, I do need to know your order number to know if the records
is yours.

Probing: To further understand the issue, would you mind if I ask you some questions?
- May I have your mailing address?
- When did you purchase the order?
- Did you received a notification about the delay of the items?

Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system, the reason
Resolution: why your order is delayed because of the bad weather. But don’t worry, we
can deliver the item by tomorrow at (time) in the morning/afternoon.
*I understand, but there’s a bad weather on the other state where the items
are coming from.
*I understand, but we can be able to deliver it by tomorrow at (time) in the
morning/afternoon.

Miss/Sir, let me just inform you that we have membership. It will only cost you
5 dollars, a one-time payment. With this, you can earn point every time you
purchased online. This points are transferable to money, or you can use it for
your travelling.
- Okay, I will now enrolling you in our membership.
- Okay, if you change your mind, just call us back. We are open 24 hours,
7 days a week.

Confirmation: Have I answered all your concerns for today?

Offered Assistance:
Is there anything else I can help/assist you with today?
Recap:
Just a quick recap, you called in today because you want to verify the delayed
item that you purchased. Informed you that it was because of bad weather
and will be delivered tomorrow at (time) in the morning/afternoon.
- Also informed you about our membership and successfully enrolled you.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 3. Incomplete Delivery
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because of the incomplete orders/items

that you purchased in our company.

Empathy: I understand you’re coming from and I do apologize for the inconvenience it has
caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern because I am
here to help.

Verification: For verification purposes, may I ask for your first and last name, as well as your
order number?
*I do understand, but we really need your information so we could pull out your
records.
*I do understand, I do need to know your order number to know if the records is
yours.

Probing: To further understand the issue, would you mind if I ask you some questions?
- What and how many items did you purchased?
- Have you checked is there’s something else inside the box?
- Did you received a notification about the delay of delivery?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will verify/check it
in our system?

Resolution: Thank you for patiently waiting. As I have checked on our system, the reason
why you order is incomplete because the other items are coming from the other
warehouse.
*The area where you purchased the items runs out of stocks. The remaining
items are coming from other warehouse which is in the (place).

But don’t worry, we can deliver the item by tomorrow at (time) in the
morning/afternoon.
*I understand, but we can be able to deliver it by tomorrow at (time) in the
morning/afternoon.

Miss/Sir, let me just inform you that we have membership. It will only cost you 5
dollars, a one-time payment. With this, you can earn point every time you
purchased online. This points are transferable to money, or you can use it for
your travelling.
- Okay, I will now enrolling you in our membership.
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

Confirmation: Have I answered all your concerns for today?

Offered
Assistance: Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because you want to verify the
incomplete items that you purchased in our company. Informed you that it was
because the other items are coming from other warehouse and will be delivered
tomorrow at (time) in the morning/afternoon.
- Also informed you about our membership and successfully enrolled you

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 4. Sending Money
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because you want to send money.

Assurance: We are very pleased to assist you and I will assure you that we will resolve your
concern because I am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the situation, would you mind if I ask you some questions?
 How much will you be sending?
 What type of card will you be using?

Hold time: Is it okay if I put the call on hold for a minute or two, because I have to
verify/check how much you will be sending?

Resolution: Thank you for patiently waiting. As I have checked on our system, it will cost you
(dollars), plus additional fee of (dollars) for the process, with a total amount of
(dollars). Shall we proceed on sending the money?

Questions:
 What type of card will you be using?
 What is the name that appears on the card?
 What is credit card number? When is the expiration date? What is the
security number? (last 3 digits at the back of the card)
 May I know the name of the sender?
 May I have your contact number?
 May I know the name of the receiver? His/her address? Contact/mobile
number?

Please grab a pen and paper (email account) (mobile number), I will provide you
the confirmation because it will serve as your receipt and reference number
which is needed of the receiver to claim the money together with one valid ID.
*Oh I see, just to give you, your confirmation number is _____ and the reference
number is _______.
*The receiver can claim the money right after this call.

Miss/Sir, let me just inform you that we have membership. It will only cost you 5
dollars, a one-time payment. With this, you can earn point every time you send
money. This points are transferable to money, or you can use it for your
travelling.
- Okay, I will now enrolling you in our membership.
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

Confirmation: Have I answered all your concerns for today?

Offered
Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you want to send money.
Informed you that it was already processed with the total amount of (dollars),
and provided you the confirmation and reference numbers.
 Also informed you about our membership and successfully enrolled you.

Thank you for calling CCA. Again, this is _____. Have a nice day!
Closing Spiel:
 5. Remote Control
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing: As I understand, you’re calling in today because you a problem

with your remote control.

Empathy: I understand you’re coming from and I do apologize for the

inconvenience it has caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern
because I am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the issue, would you mind if I ask you some
questions?
- Did you place new batteries?
- What color/are there lights on the television?
- Is the television plugged to a good power source?
- Have you placed the battery properly?

Hold time: Is it okay if I put the call on hold for a minute or two, because I
have to verify/check how much you will be sending?

Resolution: Thank you for patiently waiting.

Steps:
- I need you to get the remote control, please let me know
when you’re ready.
- Can you please open the battery compartment?
- Kindly check if the soft side (negative terminal) of both the
batteries are touching the spring side of the battery
compartment.
- Try to fix it and try it again on television.

Miss/Sir, let me just inform you that we have a new remote control.
It is a universal remote control. You can use it to any kind of
appliances at your house. It is also a rechargeable remote control.
- Okay, I will now process your new remote control.
- Can I have your address please? PAYMENT METHOD.
- Okay, if you change your mind, just call us back. We are open
24 hours, 7 days a week.

Confirmation: Have I answered all your concerns for today?

Offered
Assistance: Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because of the remote
control issue. Informed you that it was due to the (problem). It is
now working.
- Also informed you about our new remote control, processed
the payment over the phone, provided you with the
confirmation number, with the total amount of 5 dollars and
will be delivered at __ days.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 6. Order Online
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because you to purchase item/s online.
Assurance: I would be happy to help you, and I will assure you that we will resolve your
concern because I am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the issue, would you mind if I ask you some questions?
- What are the specific items will you purchasing?
- How much will you be willing to spend?
- Are you in the budget?

Hold time: Is it okay if I put the call on hold for a minute or two, because I have to check it on
our system?

Resolution: Thank you for patiently waiting. As I checked on our system, the item is
(descriptions). The item will be delivered within ____ days. Yes because it is our
best seller camera.
*Shall we now proceed on purchasing the item?
*What is the mode of payment will you be using?

1. Credit Card
 What type of credit card will you be using?
 What is the name that appears on the card?
 What is bank number, expiration date, and security number (last 3 digits at
the back of the card), I'm sorry i wasn't able to get that, can you please
repeat in slower manner?
Please grab a pen and paper (email account), I will provide you the confirmation
number. It will serve as your receipt of the payment/transaction.
*Oh I see, just to give you, your confirmation number is _____.
2. COD
 Where can we deliver the items?
 May I know the name of the receiver?
 Can I have your mobile number?
*If you can’t be able to receive the item on the day of delivery, you can ask
anyone as long as he/she is 18 years and above with an authorization from you,
and an exact amount of payment.

Miss/Sir, let me just inform you that we have membership. It will only cost you 5
dollars, a one-time payment. With this, you can earn point every time you
purchased online. This points are transferable to money, or you can use it for
your travelling.
- Okay, I will now enrolling you in our membership.
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

Confirmation: Have I answered all your concerns for today?

Offered Is there anything else I can help/assist you with today?
Assistance:
Recap: Just a quick recap, you called in today because you want to purchase an item
online. Assisted you in processing the item with a total amount of ______ …..
*IF USING CREDIT CARD - provide you with the confirmation number, and will be
delivered by ___ days ate your doorsteps.
*IF COD – and will be delivered by ___ days ate your doorsteps.
- Also informed you about our membership and successfully enrolled you.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 7. Create Facebook Account
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because you want to create an account
in Facebook.

Assurance: I would be happy to help you, and I will assure you that we will resolve your
concern because I am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the situation, would you mind if I ask you some
questions?
- Do you have an active email address or contact number?

Hold time: Is it okay if I put the call on hold for a minute or two, because I have to check it
on our system?

Resolution: Thank you for patiently waiting.

Steps:
1. Can you please go to the website www.facebook.com? Please let me know
when you’re ready.
2. I want you to type all the information needed on the rectangular box
(complete name, email/mobile no)
3. Kindly type your new password.
4. Put your complete birthday (month/day/year)
5. Choose your gender by clicking the small circle besides it.
6. Alright, you can now click the green box on the bottom saying which says
Sign Up
7. Kindly check your email add/mobile number if you already received a code.
8. Can you please type the code on a box where it says "Code Verification."

*If he/she can’t do it.

- Is there anyone with you right now that can help you like your grandson?

*If he/she can’t still get it, LEVEL 2.

Miss/Sir, let me just inform you about our Facebook Boost. It will only cost you
5 dollars, a one-time payment. With this, more people will see your account,
you will have more friends. It is like your account will be advertise for free.
*Can I have your account number please?
- Okay, I will now enrolling you in our Facebook Boost.
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

Confirmation: Have I answered all your concerns for today?

Offered Assistance: Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because you want to create an account
on Facebook, and successfully able to create your account.
- Also informed you about our Facebook boost and successfully enrolled
you.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
Transfer Spiel
- I do apologize, it’s beyond of my capacity. But I will transfer your call to
Customer Department Level 2, they will be able to assist you better.

Ghost Spiel
- I’m so sorry, I’m not hearing any response in the other line. If you can hear me,
please dial our hotline number 1-800-1234, for you to have a better connection. I will
now terminate the call. Again, thank you for calling CCA, my name ____. Have a nice
day.

Profanity Spiel
- I’m sorry, but we are not allowed to entertain profanities over the phone.
Please take this as my first warning. One more time that i will be hearing the same
profanity I will be forced to terminate the call.