A customer is calling for internet service.The customer is very upset because Technical Support can not replace her modem

Customer :Female, age 75 years old and very angryGoal : Pacify the angry caller

AGENT : Thank you for calling Rocket Speed Internet.My name is Taylor. How cam I make you A Very Satisfied Customer today?

CUSTOMER : My modem is malfunctioning.I am a retired teacher.I can not afford for a new modem. I want to cancel my internet service.I will try different Internet Service Provider.

AGENT : Oh,I am very sorry mam.Don’t worry.I am here to help you. First, for verification purposes, can I get your account number please?

CUSTOMER: I gave my account number before. Now ninth time 860-995.*** and my name is Deborah Brown.

AGENT : Thank you Ms.Brown.Your number is 860-995.*** Is this correct?

CUSTOMER : Yes,

AGENT : For verification, can I have your last four number of your Social Security Number,please

CUSTOMER : It is 1234

AGENT :Thanks,We do not want to lose customers because of a bad modem

CUSTOMER: If you check your records I called you many times last week. You wasted my time.

AGENT : Deborah I understand you. Please calm down and do not shout me.I will solve your problem .ok?

CUSTOMER : I am sorry.but I very stressed.Ok,Please go on.

AGENT :You are our customer for 5 years. I will give you a new modem with wireless, free of charge ! I will order now for overnight shipping.You will take the new modem tomorrow.

CUSTOMER: Really,thank you so much. I will recommend you all of my friend.

AGENT :I am so glad. We have got 7/24 Technical Support Hotline. Is there anything else to asist you?

CUSTOMER :Thank you.

AGNET : Thank you to choose ROCKET SPEED INTERNET,Good bye

Agent: Thank you for calling ABC Company. My name is Ashley. How may I help you today?

Customer: I am calling because I received a wrong bill. I just paid my phone bill two days ago and my payment is not in the bill.

Agent: Sorry for the problem (inconvenience) madam. May I have your Account Number, please,

Customer: 5340036548

Agent: For verification purposes mam, Can I get your name and birth date?

Customer: Maegan Simpson, July 23rd, 1974 and the account is under my name.

Agent: Thank you for that information mam. Per our system’s data, you did pay your bill last Aug. 12nd and you have 0 balance. You can disregard the amount in the bill and continue enjoying our services.

Customer: Thank you.

Agent: Delays can be because of our courier services. For a more up dated bill of your account, you can visit our website and log in to your account.

Customer: Ok I will.

Agent: Is there anything else I can help madam?

Customer: No thanks

Agent: Thank you for calling. We are glad to assist you.

Customer: Ok bye.

Outbound CallAgent: “Hello! My name is Victoria Washington and I’m calling for GI products International. May I please talk to Michelle Shaw?Customer: This is Michelle speaking.Agent: Oh hi mam! How would you like me to address you? Ms. Shaw or by your first name?Customer: Call me Mitch.Agent: OK Madam Mitch. The reason why I’m calling is to introduce to the new a book of Clarence Knight, entitled “The Wisdom”. This is the sequel to his last two books, The Enlightenment” and “The Ignorance”. It will be the third in the series of his collection. Clarence Knight will be visiting your town this August 13 for a book launch. The new book would be on sale in the Dinkham’s books store for the launch. I would like to invite you to come so that you can personally meet him and have your book signed.Customer: Oh that will be great. I have been waiting for the book. When and where will he be coming?Agent: The book launch will be on August 13 at Dinkham’s bookstore at 10:30 AMCustomer: Ok ill be there.Agent: Thanks for your interest and we hope to see you there.Customer: Ok, bye..Directory AssistanceCustomer: Hello operator may I know the number of Mr. John Johnson of Bellford Street?Agent: Ok sir, would you mind holding for a few seconds while I research the information you’ve requested.Customer: OKAgent: Thank you for holding sir. The number for Mr. John Johnson of Bellford St. is 7543658654

Customer: Thanks.. Let me write it down can you say that again.Agent: 7, 5, 4, 3, 6, 5, 8, 6, 5, 4Customer: Thanks a lot.Agent: is there anything else I can help you with.

Customer: No. That’s it. Thanks again.Agent: You’re most welcome sir. We’re glad to be off help. Have a n

Directory Assistance

Customer: Hello operator may I know the number of Mr. John Johnson of Bellford Street?

Agent: Ok sir, may I hold you for a few seconds . I research the information.

Customer: OK

Agent: Thank you for holding sir. The number for Mr. John Johnson of Bellford St. is 7543658654

Customer: Thanks.. Let me write it .Can you say that again.

Agent: 7, 5, 4, 3, 6, 5, 8, 6, 5, 4

Customer: Thanks a lot.

Agent: Is there anything else I can help you

Customer: No. That’s it. Thanks again.

Agent: You’re welcome sir. We’re glad to help you. Have a nice day