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  • Call Mock Scenario

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    Nancy Echalas
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    (1) A customer called to inquire about her higher than usual internet bill. (2) The customer service representative looked up the customer's account and found that she had upgraded her internet plan, accounting for the 200 peso increase. (3) The representative informed the customer that the plan upgrade was noted on a previous billing statement.

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    (1) A customer called to inquire about her higher than usual internet bill. (2) The customer service representative looked up the customer's account and found that she had upgraded her internet plan, accounting for the 200 peso increase. (3) The representative informed the customer that the plan upgrade was noted on a previous billing statement.

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    © All Rights Reserved
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    8 views1 page

    Call Mock Scenario

    Uploaded by

    Nancy Echalas
    (1) A customer called to inquire about her higher than usual internet bill. (2) The customer service representative looked up the customer's account and found that she had upgraded her internet plan, accounting for the 200 peso increase. (3) The representative informed the customer that the plan upgrade was noted on a previous billing statement.

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    © All Rights Reserved
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    Scenario: Billing statement is higher than the previous one.

    Nancy: Thank you for calling XYZ company, This is Nancy, how may I help you today?

    Customer: Hi Nancy, I just want to ask why my internet bill is 200 pesos higher than my previous bills?

    Nancy: I’m sorry that your bill is higher than before, let me go ahead and check It for you. To view your
    account, may I know your name, address, contact number and account number please?

    Customer: My name is Ana Garcia, and my address is #6 Lincoln Ave, Lipa City, and my number is 876-
    543-210, and my account number is 22533621.

    Nancy: (Repeat what’s the customer info). I’m pulling up your account now.

    I can see here that you have an upgrade from plan 1700 to plan 1900. The 200 pesos is the adjustments
    made for the plan upgrade. It was noted in your previous billing statement.

    Customer: Oh is that so? My bad for not looking into it.

    Nancy: No worries, Ms. Garcia, do you have any other questions?

    Customer: None so far

    Nancy: okay Ms. Garcia, for future reference, you may also check and pay your bill at our website at
    www. Xyzcom.ph.

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