Professional Documents
Culture Documents
Inspiro Rolep
Inspiro Rolep
1. Please follow the sequence/steps on the guide and avoid adding, omitting,
modifying or interchanging any steps.
3. Should there be any questions or clarifications please do not hesitate to ask our
friendly assessors.
Note: Please make sure you have a pen and paper or calculator ready during the
Mock call.
Click on the appropriate link/s for you to be directed to the correct guide
Step 1: “Thank you for calling Digital Go Specialty team, my name is___ “May I have your
name please?
Step 2: Greet the customer and address them using their first or last name and ask for the
concern.
Step 3: Express your willingness to help and verify the following: (use the billing image
below to make sure about the information
▪ Account number
▪ Address
▪ Contact number
Step 4: Repeat the customer’s details and ask for the specific concern (ask necessary
questions if needed).
Step 5: Repeat or paraphrase the concern to check the understanding of the customer’s
issue/questions.
a. If no or incorrect, politely ask for additional questions to understand the concern or
the issue
b. If yes, then use the image below and explain/answer the customer´s concern
6. After explaning the bill verify if you were able to answer the customer’s concern
a) If no, ask more questions to resolve the customer’s concern.
b) If yes, ask the caller if they have additional concerns and check the product FAQ below.
Digital Go FAQ
Please make sure to paraphrase the answers and avoid just reading them, always make sure
to sound natural.
Topic Question Answer
How can I avoid unauthorized Advise the customer that they can
changes or orders. set up a secondary password
access alert.