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Call Simulation Guide for Chargepoint 2 1

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6 views

Call Simulation Guide for Chargepoint 2 1

Uploaded by

pelena.jocelyn
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Call Simulation Guide for Applicants

Call Flow:

Acknowledge / Probing Educate the Customer and Call


Call Opening Resolution
Empathy Questions Asking for Additional Help Closing

NOTE:
 Always aim to sound friendly and helpful when doing the call simulation and always respond in complete
sentences.

Sample Call Flow:

Opening Agent: Thank you for calling XYZ Center. This is ________. How can I help?
(Greet the customer, say the
XYZ Center, and ask how you Customer: Hi. I have been using my vacuum cleaner for weeks and it suddenly did not function.
can help)
Paraphrase / Acknowledge /
Empathy (Acknowledge the Agent: Thank you for choosing the XYZ Center. Just to verify, your vacuum cleaner suddenly did
customer’s concern and not work. I can definitely assist you in checking it.
empathize if necessary)
Agent: May I know your full name?
Customer: My name is Kimberly Stone.
Agent: Thank you Kimberly. Can you please tell me more about what happened?
Customer: I was just using my vacuum last week and it suddenly stopped.
Agent: I’m sorry about the inconvenience. I can definitely assist you with it. May I know if the
vacuum is turning on?
Probing Questions
(Ask questions to understand Customer: No, it stays off.
the issue and provide Agent: Do you hear sounds coming from the vacuum?
resolution) Customer: I don’t hear any.
Agent: Is it directly connected to a wall outlet?
Customer: Let me check. It’s connected to a surge protector.
Agent: Can we directly plug it in? Please remove the surge protector temporarily.
Customer: Yes, it turns on now. Thank you
Agent: Can we check if it works now?
Customer: Yes! It is. Thank you!

Agent: Kimberly, based on the step we have performed, the vacuum is fully functioning.
Resolution However, we highly recommend for you to have the surge protector checked by it’s
(Provide step-by-step manufacturer to ensure that it is still safe to use.
instuctions to resolve concern)
Customer: That sounds great! Thank you.
Educate the customer and Agent: You can also reach us through the in-app messaging in case you have more questions or
Asking for Additional Help help needed. Just click the help button and select “chat with an agent” to connect to an
(Educate the customer about available representative.
the features of the app and ask Customer: I see that is very helpful.
if there are any other help Agent: Is there anything I can help you with, Kimberly?
needed) Customer: That's it. Thank you.
Call Closing
(Thank the customer and end Agent: Thank you for calling XYZ Center, Kimberly. You have a great day!
with a positive tone)

Possible Call Scenarios:


Issue: Scooter is not charging
Possible Reasons: What to consider:

1. Not properly plugged in Customer is using a surge protector / extension


cord
Considerations:

2. Defective charging cable Charging cable has physical damage

1. Verify the name and the phone number of the customer


What to ask the
customer? 2. Verify if the customer is using the supplied charging cable
3. Check if it’s connected to power source / Check if it has physical damage
Additional
information you 1. Chargers are best used with items that are supplied in the box
can tell the 2. It will best work when directly connected to a wall outlet.
customer:

Issue: Error message shows on the screen


Possible Reasons: What to consider:
Customer exchanged with another device.
1. Not using the correct charging cable
Charging cable is defective.

Considerations:
Walk customer through in connecting the device to
2. Not connected to Wi-Fi Wi-Fi.
Check if they have successfully connected to internet.

1. Verify the name and the phone number of the customer


2. Ask for the specific error message
What to ask the
3. Check if the item is out of the box
customer?
4. Check if this happened before
5. Connect to home network / Use the supplied charging cable.
Additional
information you 1. Power cycle the device once in a while to improve hardware performance and the connection to the
can tell the internet.
customer:

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