Scenario #1 - balance and due Is it okay for me to put you on hold for 2

date minutes, while I check your account

details?
1. Opening Spiel

Thank you for calling CCA, my name is

___. How may I help you today? 8. Resolution

Thank you for your patience. As what I

can see here in my end, your current
2. Paraphrasing balance is $35 and you have to pay it on
or before the 12th day of May, 2024
Alright, just to confirm you are calling
because of your balance as well as its (If ask why there's a balance)
due date. Am I right?
- you made an online purchase of $35
that's why there is an existing balance
that needs to be paid on or before the
3. Emphaty 12th day of May 2024.
I understand how important it is to keep (If the customer wants to process the
track of your bills. payment)
I'm really sorry for the inconvenience Alright, for me to process your payment.
this has caused you. I know it's Can I ask you a couple of questions
frustrating when you don't know why _______.
you received bills
1. Could you tell me which payment
4. Assurance method you'd like to use?
So rest assured, I'll provide you with the (Credit/Debit)
details you need.
Perfect.

2. Now could you please provide the

5. Verification name of the bank? (Visa, American
In order for me to be able to verify your Express, Master Card, Discovery Card)
identity. May I have your first and last Thank you.
name, as well as your account number
please? 3. How about your card number?

Thank you. Just to be sure if I got it right Got it.

your first and last name is _______. Is
that correct? and your account number 4. Now. Is the name printed on the card,
is ________? Am I right? the same as your account?

Okay, thank you for that information. Is (If yes)

it okay for me to call you by your first It's ___________(name of the
name? customer), Am I right?
6. Probing (if different)
Before I proceed, I'd like to ask a couple Do you have authorization to use that
of questions to make sure I fully card for your payment?
understand your concern. Is that okay
_____? Alright, next

May I ask if you've made any online 5. Could you tell me the expiration date
purchases recently? or when was the of your card?
last time you check your account?
The expiration is on ______. Am I right?

7. Holding Time
6. Last question, could you give me the Just to recap, you're calling because you
security pin of your card? You can find it want to know the balance as well as the
on the last 3 digits of your card. due date of your bills. We found out
that your balance is $35, due on the
Thank you for the details. 12th day of May 2024. You also
(Repeat all info.) requested to __________(reason). so
I'm going to transfer your call to
As what I got here, you want to process Customer Service Level 2 to further
your payment through _______ and the assist you with your concern.
name of bank is ______ and your card
number is ________. The name printed Once again. Thank you for calling CCA,
on the card is _______and it will expire again my name is Elly. Please stay on the
on _________. Lastly, the security pin of line and have a great day.
your card is _________. I will now
process the payment.
9. Confirmation
Thank you for your patience. The
payment was successful, and there is no Have I answered all of your questions?
current balance on your account.

Do you have a paper and pen with you?

10. Offering Additional Assistance
I will give you the confirmation number,
and it will serve as the receipt of the Is there anything else I can help you
payment that was processed over the with?
phone and it will also be shown in your
bank statement.
11. Recap
Please write this down. Your
confirmation number is 632341. Please (balance and due date)
keep this for your records.
Just to recap, you called us today
(If transfer call) because you want to know the balance
as well as the due date of your bills. We
I apologize for the inconvenience but it found out that your balance is $35, due
looks like your concern is already out of on the 12th day of May.
my scope, but don't worry I'm here to
make sure you get the right assistance. I (if processed payment)
will need to transfer you to Customer
Service Level 2. Where they can better you also requested to process your
address your issue. payment online and it was successful.
Your account is now in good standing.
Would that be okay ______? You have your confirmation number
which is 632341 and you can find this
Thank you for your understanding. The payment reflected on your bank
transfer might take about 3 min. Please statement.
stay on the line and someone from
Customer Service Level 2 will be with
you shortly.
12. Closing Spiel
While you're waiting, is there anything
else I can help you with? Once again, thank you for calling CCA,
again my name is _____. Have a nice
There you go! day!

Scenario #2- Delayed Deliveries 2. Paraphrasing

1. Opening Spiel Alright, just to confirm you are calling

because of the delayed deliveries right?
Thank you for calling CCA, my name is
___. How may I help you today?

3. Emphaty
I'm really sorry for the inconvenience 12th day of May 20, 2024, exactly at
this has caused you. I know it's 8o'clock in the morning.
frustrating when you are expecting a
delivery and it does not show up on Does that work for you?
time. Transfer call (if the customer requests a
change of shipping address)

4. Assurance So, you want me to change your

shipping address because you won't be
Don't worry, I'll do everything I can to at your location on the day of the
find out what's causing the delay. delivery, right?

I'm sorry but it looks like your concern is

out of my scope, but don't worry I'm
5. Verification here to make sure you get the right
In order for me to be able to verify your assistance. I will need to transfer you to
identity. May I have your first and last Customer Service Level 2. Where they
name, as well as your account number can better address your issue.
please? Would that be okay ______?
Thank you. Just to be sure if I got it right Thank you for your understanding. The
your first and last name is _______. Is transfer might take about 3 min. Please
that correct? and your account number stay on the line and someone from
is ________? Am I right? Customer Service Level 2 will be with
Okay, thank you for that information. Is you shortly.
it okay for me to call you by your first While you're waiting, is there anything
name? else I can help you with?

There you go!

6. Probing Just to recap, you're calling because of
Before I proceed, I'd like to ask a couple the delayed deliveries and we found out
of questions to make sure I fully your order has been delayed due to bad
understand your concern. Is that okay weather in China, but it is now
_____? scheduled to arrive by the 12th day of
May, 2024 exactly at 8o'clock in the
Just to confirm, is the shipping address morning. You also requested to change
on your order correct? or did you the shipping address. So I'm going to
receive any tracking updates about your transfer your call to Customer Service
order? Got it . Level 2 to further assist you with your
concern.

Once again. Thank you for calling CCA,

7. Holding Time again my name is Elly. Please stay on the
line and have a great day.
Is it okay for me to put you on hold for 2
minutes, while I check what's causing
the delay of your order.
9. Confirmation

Have I answered all of your questions?

8. Resolution

Thank you for your patience. As what I

can see here in my end, it seems your 10. Offering Additional Assistance
order was delayed due to bad weather
from the location where the items are Is there anything else I can help you
coming from. However, don't worry I with?
can confirm that your item is on its way
and expected to be delivered on the
11. Recap

Just to recap, you called because of 12. Closing Spiel

delayed deliveries and we found out
your order has been delayed due to bad Once again, thank you for calling CCA,
weather in China, but it is now again my name is _____. Have a nice
scheduled to arrive by the 12th day of day!
May, 2024 exactly at 8o'clock in the
morning.
Scenario #3- Incomplete
Deliveries 7. Holding Time
1. Opening Spiel Is it okay for me to put you on hold for 2
Thank you for calling CCA, my name is minutes, while I check the status of the
___. How may I help you today? missing items?

2. Paraphrasing 8. Resolution

Alright, just to confirm you are calling Thank you for your patience. It appears
because of the incomplete deliveries that some of your items are out of stock
right? at the nearest warehouse, which is why
they are coming from a farther location,
leading to delays in delivery. However,
don't worry I can confirm that your item
3. Emphaty is on its way and expected to be
I'm really sorry for the inconvenience delivered on the 12th day of May 20,
this has caused you. I know it's really 2024, exactly at 8o'clock in the morning.
frustrating when you received an Can you confirm if this date and time
incomplete delivery. work for you?

Transfer call (if the customer requests a

4. Assurance change of shipping address)

Don't worry, I will make sure to get to So, you want me to change your
the bottom of this and provide you with shipping address because you won't be
a solution. at your location on the day of the
delivery, right?

I'm sorry but it looks like your concern is

5. Verification out of my scope, but don't worry I'm
here to make sure you get the right
In order for me to be able to verify your assistance. I will need to transfer you to
identity. May I have your first and last Customer Service Level 2. Where they
name, as well as your account number can better address your issue.
please?
Would that be okay ______?
Thank you. Just to be sure if I got it right
your first and last name is _______. Is Thank you for your understanding. The
that correct? and your account number transfer might take about 3 min. Please
is ________? Am I right? stay on the line and someone from
Customer Service Level 2 will be with
Okay, thank you for that information. Is you shortly.
it okay for me to call you by your first
name? While you're waiting, is there anything
else I can help you with?

There you go!

6. Probing
Just to recap, you called because of the
Before I proceed, I'd like to ask a couple incomplete delivery and we found out
of questions to make sure I fully that some items are out of stock at the
understand your concern. Is that okay nearest warehouse which is why they
_____? are coming from a farther location, but
it is now scheduled to arrive by the 12th
Just to confirm, did you check if the
day of May, 2024 exactly at 8o'clock in
package you received was damaged or
the morning. You also requested to
broken in any way?
change the shipping address. So I'm
Alright thanks for letting me know. going to transfer your call to Customer
Service Level 2 to further assist you with
your concern.

Once again. Thank you for calling CCA,

again my name is Elly. Please stay on the
line and have a great day.

9. Confirmation

Have I answered all of your questions?

10. Offering Additional Assistance

Is there anything else I can help you

with?

11. Recap

Just to recap, you called because of the

incomplete delivery and we found out
that some items are out of stock at the
nearest warehouse which is why they
are coming from a farther location, but
it is now scheduled to arrive by the 12th
day of May, 2024 exactly at 8o'clock in
the morning.

12. Closing Spiel

Once again, thank you for calling CCA,

again my name is _____. Have a nice
day!
Scenario #4- Remote Control is Is it okay for me to put you on hold for 2
minutes, while I check what's the issue with
not working your remote control.
1. Opening Spiel

Thank you for calling CCA, my name is ___.

8. Resolution
How may I help you today?
Thank you for your patience. As what I can
see here in my end-
2. Paraphrasing
1. the most common cause for remote
Alright, just to confirm you are calling control issues is old batteries. Let's try
because your remote control is not replacing them with new ones. Do you have
functioning. Am I right? any spare batteries you could use?

Great! Please let me know if the remote

control works after replacing the batteries.
3. Emphaty
2. it seems your remote control is not
I'm really sorry to hear about the trouble functioning because the batteries are not
you're experiencing with your remote placed in the right position. To resolve this
control issue, let's start by locating the battery
compartment on your remote control.
Then, refer to the illustration of the battery
placement and follow the steps provided.
4. Assurance
You need to ensure that the front part of
Don't worry, I assure you, we will resolve the battery is touching the spring.
this for you today.
Could you please confirm that you've
5. Verification followed the steps?

In order for me to be able to verify your Alright, is your remote control functioning
identity. May I have your first and last name now?
please?
3. the most common cause for remote
Thank you. Just to be sure if I got it right control issue is your TV is not plugged into a
your first and last name is _______. Is that good outlet. Also if you see a red light on
correct? your TV, it means it's on standby mode.
Have you checked it already? Can you try
Okay, thank you for that information. Is it the power button on the TV itself?
okay for me to call you by your first name?
Does it turn on?

4. it seems your remote control is not

6. Probing functioning because it's damaged. The best
course of action you can do is to contact
Before I proceed, I'd like to ask a couple of your insurance company and ask them
questions to make sure I fully understand about the replacement of the remote
your concern. Is that okay _____? control.
(1) Could you tell me if the batteries in your Does that sound feasible solution for you?
remote control are new or old?
Transfer call (if out of scope)
(2) Have you checked if the batteries are
inserted correctly in your remote control? I'm sorry but it looks like your concern is out
of my scope, but don't worry I'm here to
Did you check if the front part of the battery make sure you get the right assistance. I will
is touching the spring? need to transfer you to Technical Service
Level 2. Where they can better address your
(3) Did you check if your TV is plugged into a
issue.
good outlet?
Would that be okay ______?
(4) Have you dropped your remote or is it
physically damaged in any way? Thank you for your understanding. The
transfer might take about 3 min. Please
7. Holding Time
stay on the line and someone from
Customer Service Level 2 will be with you
shortly.

While you're waiting, is there anything else I

can help you with?

There you go!

Just to recap, you called because your

remote control is not working. We found
out that ____. You also requested to
_______. So I'm going to transfer your call
to Technical Service Level 2 to further assist
you with your concern.

Once again. Thank you for calling CCA, again

my name is Elly. Please stay on the line and
have a great day.

9. Confirmation

Have I answered all of your questions?

10. Offering Additional Assistance

Is there anything else I can help you with?

11. Recap

Just to recap, you called us today because

your remote control is not working.

1. we identified the problem with your

remote control and solved it by replacing
the old batteries with new ones.

2. we discovered the issue with the battery

placement in your remote control and
resolved it.

3. we identified that your TV is not plugged

into a good outlet and the remote control is
not the problem.

4. we identified that the remote control is

damaged and I recommend you to call your
insurance company for a replacement

12. Closing Spiel

Once again, thank you for calling CCA, again

my name is _____. Have a nice day!
Scenario #5- Printer always print Thank you for your patience. As what I can
see here in my end-
blank page
1. the most common cause why your
1. Opening Spiel
printer always print blank page is because
Thank you for calling CCA, my name is ___. your printer has run out of ink. Here's what
How may I help you today? we can try.

First, please remove the top cover of the

printer. Would you be able to do that?
2. Paraphrasing
Okay next, check the right part of the
Alright, just to confirm you are calling printer and look for the ink cartridge. Then,
because your printer is not working open the compartment and see if the ink is
properly right? empty. If they seem empty, that's likely the
cause of the blank pages. Please refill or
replace them. Did you follow the steps?
3. Emphaty Now could you try printing a test page to
see if it resolves the issue.
I'm sorry to hear about the trouble you're
experiencing with your printer. Is it working now?

Great! I'm glad it's working again.

4. Assurance 2. the most common cause why your
printer always print blank page is because
Don't worry, I'm here to help you. Let's get
there's a paper jammed inside your printer.
this sorted out together.
If that's the case, here's what you can do to
5. Verification resolve the issue.

In order for me to be able to verify your First, remove the top cover of the printer.
identity. May I have your first and last name Are you following? Alright next, check if
please? there's any paper stuck and pull it out
carefully. Then, you need to make sure to
Thank you. Just to be sure if I got it right place the paper correctly in the paper tray
your first and last name is _______. Is that to avoid paper jams. Did you follow the
correct? steps? Now, please try printing again to see
if it resolves the issue.
Okay, thank you for that information. Is it
okay for me to call you by your first name? Is working now?

Great! I'm glad it's working again.

6. Probing

Before I proceed, I'd like to ask a couple of Transfer call (if out of scope)
questions to make sure I fully understand
your concern. Is that okay _____? I'm sorry but it looks like your concern is out
of my scope, but don't worry I'm here to
(1) Just to confirm, have you checked if your make sure you get the right assistance. I will
printer has run out of ink? need to transfer you to Technical Service
Level 2. Where they can better address your
(2) Have you checked if there's any paper issue.
jammed inside the printer?
Would that be okay ______?

Thank you for your understanding. The

7. Holding Time transfer might take about 3 min. Please
stay on the line and someone from
Is it okay for me to put you on hold for 2
Customer Service Level 2 will be with you
minutes, while I check what's the issue with
shortly.
your printer.
While you're waiting, is there anything else I
can help you with?
8. Resolution
There you go!
Just to recap, you called because your
printer always print a blank page. We found
out that ____. You also requested to
_______. So I'm going to transfer your call
to Technical Service Level 2 to further assist
you with your concern.

Once again. Thank you for calling CCA, again

my name is Elly. Please stay on the line and
have a great day.

9. Confirmation

Have I answered all of your questions?

10. Offering Additional Assistance

Is there anything else I can help you with?

11. Recap

Just to recap, you called us today because

your printer always prints a blank page.

1. we discovered that the blank pages were

caused by empty ink cartridges. You refilled
them, and the printer is now working
properly.

2. we discovered that the blank pages were

caused by the paper jam. We resolved the
issue by removing any paper jam and
ensuring that the paper is placed correctly
in the paper tray. Now the printer is
working properly.

12. Closing Spiel

Once again, thank you for calling CCA, again

my name is _____. Have a nice day!
Scenario #6- Voicemail is not Is it okay for me to put you on hold for 2
minutes, while I check what's the issue with
working/ can't retrieve your voicemail.
1. Opening Spiel

Thank you for calling CCA, my name is ___.

8. Resolution
How may I help you today?
Thank you for your patience. As what I can
see here in my end-
2. Paraphrasing
1. the reason why your voicemail is not
Alright, just to confirm you are calling working because your voicemail is almost
because you're unable to access your full. The simplest solution you can do is to
voicemail. Am I right? delete some old messages. Can you try
deleting messages? Then try retrieving your
voicemail again. Did that helps? Is your
voicemail working now?
3. Emphaty
2. the voicemail feature is currently inactive
I'm sorry to hear that you're having trouble because of a missed payment. All you have
with your voicemail. I understand how to do is pay your balance to reactivate the
important it is to have access to those voicemail feature. Would you like me to
messages. process a payment to reactivate it for you?
4. Assurance Alright, for me to process your payment.
Don't worry, I assure you, we will resolve Can I ask you a couple of questions
this for you today. _______.

5. Verification 1. Could you tell me which payment

method you'd like to use?
In order for me to be able to verify your
identity. May I have your first and last (Credit/Debit)
name, as well as your landline number
please? Perfect.

Thank you. Just to be sure if I got it right 2. Now could you please provide the
your first and last name is _______. and name of the bank? (Visa, American
your landline number is ______ Is that Express, Master Card, Discovery Card)
correct?
Thank you.
Okay, thank you for that information. Is it
okay for me to call you by your first name? 3. How about your card number?

Got it.
6. Probing 4. Now. Is the name printed on the card,
the same as your account?
Before I proceed, I'd like to ask a couple of
questions to make sure I fully understand (If yes)
your concern. Is that okay _____?
It's ___________(name of the
(1) Can you see any notification on your
landline phone indicating that your
customer), Am I right?
voicemail inbox is full? (if different)
(2) When was the last time you made a
Do you have authorization to use that
payment of your bill?
card for your payment?
(3) Can you hear a dial tone from your
landline phone? Alright, next

(4) Have you made any changes on your 5. Could you tell me the expiration date
account? of your card?

7. Holding Time The expiration is on ______. Am I right?

6. Last question, could you give me the Thank you for your understanding. The
security pin of your card? You can find it transfer might take about 3 min. Please
on the last 3 digits of your card. stay on the line and someone from
Customer Service Level 2 will be with you
Thank you for the details. shortly.

(Repeat all info.) While you're waiting, is there anything else I

can help you with?
As what I got here, you want to process
your payment through _______ and the There you go!
name of bank is ______. Your card Just to recap, you called because your
number is ________. The name printed voicemail is not working. We found out that
on the card is _______and it will expire ____. You also requested to _______. So I'm
on _________. Lastly, the security pin of going to transfer your call to Technical
your card is _________. I will now Service Level 2 to further assist you with
process the payment. your concern.

Thank you for your patience. The Once again. Thank you for calling CCA, again
payment was successful, and there is no my name is Elly. Please stay on the line and
have a great day.
current balance on your account.

Do you have a paper and pen with you?

9. Confirmation
I will give you the confirmation number,
and it will serve as the receipt of the Have I answered all of your questions?
payment that was processed over the
phone and it will also be shown in your
bank statement. 10. Offering Additional Assistance
Please write this down. Your Is there anything else I can help you with?
confirmation number is 632341. Please
keep this for your records.
Is your voicemail working now? Great. I'm 11. Recap
glad we solved the problem.
Just to recap, you called us today because
3. The reason why your voicemail is not your voicemail is not working and we found
working is because we found out that there out that
is an outage from the location that you are
1. your voicemail inbox is full and by
in. But don't worry, our engineers are
deleting some messages, you were able to
already working on this. Please try to
retrieve your voicemail.
retrieve your voicemail every now and then.
If you still cannot retrieve them after 2 2. the voicemail is inactive due to missed
hours please call us back. payment, and we process your payment to
reactivate the voicemail.
4. It looks like there were some changes in
your account, which might have deactivated 3. the voicemail is inactive because there's
certain features, including voicemail an outage from your location. The
feature. But don't worry, I will reactivate it engineers are already working on that and
now and it should be back and running you can retrieve it after.
shortly after this call.
4. there were some changes in your
account, which deactivated certain
features, including voicemail. We've
Transfer call (if out of scope)
reactivated you voicemail service and you
I'm sorry but it looks like your concern is out were able to retrieve your messages.
of my scope, but don't worry I'm here to
make sure you get the right assistance. I will
need to transfer you to Technical Service 12. Closing Spiel
Level 2. Where they can better address your
issue. Once again, thank you for calling CCA, again
my name is _____. Have a nice day!
Would that be okay ______?