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Before we begin… Pick an Avatar: Select a scenario: Billing Question New Customer Account Closure

Before we begin… This scenario is not available in this demo. Please select a different scenario. Pick an Avatar: Select a scenario: Go Back Billing Question New Customer Account Closure

Before we begin… Pick an Avatar: Select a scenario: Billing Question New Customer Account Closure

Before we begin… This scenario is not available in this demo. Please select a different scenario. Pick an Avatar: Select a scenario: Go Back Billing Question New Customer Account Closure

Before we begin… Pick an Avatar: Select a scenario: Billing Question New Customer Account Closure

Before we begin… This scenario is not available in this demo. Please select a different scenario. Pick an Avatar: Select a scenario: Go Back Billing Question New Customer Account Closure

Before we begin… Pick an Avatar: Select a scenario: Billing Question New Customer Account Closure

Before we begin… New Call Center Employee Select a scenario: In this scenario, you will be helping Billing Question a customer with a billing question. The goal is to help the customer with their questions , without escalating the situation New Customer “Rosie” Account Closure Begin

"Hi Rosie, I just got my bill and there is a $50 service fee"Hi, that the rep spoke to said I wouldn't thank you. Ifor calling Com. Pay. My name have to pay. ” is Rosie. How can I help you today? " Select a response “You probably misunderstood the guy, so there is not much I can do about it. Who did you talk to? ” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to? ” Select

“How am I supposed "Hi Rosie, to I just remember? got my bill You’re and there the ones is a with $50 the records. All Iservice know isfee that hethe toldrep me. I spoke I wouldn’t to said have I wouldn't to pay because of some have to promotion. pay. ” I’m not paying it!” “You “Well, when let's look “Beprobably careful with your words misunderstood into that. Let me responding tothe a customer. Remember guy, they so there is not to get your pullhelp. ” up your are calling much I can do account. Do you aboutcontinue it. Who did who “Let’s the scenarioremember and see if youcan talkde-escalate to? ” you talked to? ” the situation. ” Select Continue Select

"Hi Rosie, I just got my bill and there is a $50 “No I’m afraid I don’t. He said they were service fee that the rep I spoke to said I wouldn't running a promotion. ” have to pay. ” “You probably “Well, let's “Great response! Remember, our look misunderstood intoyour that. help, Let me customers arethe calling to get guy, so so itthere is not to sound pull up your is important patient much I can dowilling to help. ” account. Do you and about it. Who did remember who youcontinue talk to? ”with the scenario you talked to? ” “Let's and see if you can keep the customer happy. ” Select Continue Select

“No I’m afraid I don’t. He said they were running a promotion. ” “Well, I'm looking at your records. All I know is that they charged the $50. ” “I see the $50 charge and a promotion code on your account. ” “May I put you on hold while I research this? ” Select

“No I’m afraid I don’t. He said they were “Sure Rosie. ” running a promotion. ” “Well, I'm see the $50 “Great job. looking You seem to be “I de-escalating at your records. by All finding answers chargeand a the situation I know is remaining that they professional. ” promotion code charged the $50. ” on your account. ” “Continue with the scenario and see if you “May I put you on can resolve the situation. ” hold while I research this? ” Select Continue Select

“I know they “No charged I’m afraid me I-don’t. that's He whysaid I'mthey calling. were Can you look up running the promotion? ” a promotion. ” “Well, I'm your looking “I see the “Take time when looking at a$50 atcustomer's your records. All Remember, charge a account. it isand easy Itoknow that details they like promotion code mississmall codes charged theor$50. ” on your account. ” payment errors. ” “May I puttoyou on “You still have an opportunity hold while I de-escalate this situation. ” research this? ” Select Continue Select

“I know they charged me - that's why I'm calling. Can you look up the promotion? ” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try. ” “You were right! The fee will be waived in the form of a rebate. ” Select “Can I send you a rebate slip? ”

“What form? I don'twhy have for all “I knowrebate? they charged me - that's I'mtime calling. Can this. Can Iup speak to your manager, please? ” you look the promotion? ” “Calm down, you it's have left “You were right! “It appears the customer just $50. I'll look it The time, fee will confused and unhappy. Next trybe up. Youmore havepatient to in the form being and waived understanding pay about the fee, but of a rebate. ” the customer's situation. ” there's some sort of rebate form “Can I send you a you can try. ” rebate slip? ” Select Try Again Continue Select

“Well, that isme better thanwhy having to pay Can the “I know. I suppose they charged - that's I'm calling. fee. you Thank look upyou. ” the promotion? ” “Calm it's job. The customer “You wereseems right! “You diddown, an okay just $50. look it however, Theyou fee could will be okay with. I'llthe result; up. have You handled have to the situation waived in the form better. ” pay the fee, but of a rebate. ” there's some sort of rebate form “Can I send you a you can try. ” rebate slip? ” Select Try Again Continue Select

“Sure Rosie. ” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form. ” “You were right! The fee will be waived in the form of a rebate. “ Select “Can I send you a rebate slip? ”

“He didn't say anything about a rebate. You mean I “Sure have to pay the fee now and wait to get my. Rosie. ” money back? What a pain!” “Well, it looks were right! “It appears you have left “You the customer like youand unhappy. Next The time, fee will confused trybe misunderstood the and waived in the form being more patient understanding guy. You stillthe have of a rebate. “ about customer's situation. ” to pay the fee. You can get it back if “Can I send you a you want to fill out rebate slip? ” a rebate form. ” Select Try Again Continue Select

“That works for me. “Sure Thanks for all your Rosie. ” help!” “Well, it looks“Great job!”“You were right! like you The fee will be misunderstood theis clearly waived the form “The customer happyinwith guy. You have you provided. of a rebate. “ thestill assistance to pay the fee. up You Keep the good work!” can get it back if “Can I send you a you want to fill out rebate slip? ” a rebate form. ” Select Try Again Continue Select

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” “Listen, don't get mad at me! I didn't cause this problem. “ “You're right, I'm sorry. Let me see what I can find out in the system. ” “Hold please. ” “May I put you on hold while I research this? ” Select

“How am I supposed to remember? You’re the ones with the problem. . . ugh!” records. All I know is that he“Well told it's meyour I wouldn’t have to pay because of some promotion. I’m not paying it!” “Listen, getthe customers “You're right, I'm “Try notdon't to take frustration mad at me! sorry. Let me see personally. Remember they simply want I didn't cause to their questions. ” what I can find out answers this problem. “ in the system. ” “You still have an opportunity to “Hold please. ”this situation “May put you on de-escalate by Istaying hold while I calm and professional. ” research this? ” Select Continue Select

“How am I supposed to remember? You’re the ones with the “I suppose records. All I know is that he told me I wouldn’tso. ” have to pay because of some promotion. I’m not paying it!” “Well, I job. found were right! “Good Youthe seem to be“You de-escalating $50 butby finding answers The fee and will be thecharge, situation there's nothing I professional. ” waived in the form remaining can do about it of a rebate. Can I - that's not you ifa ”Continue with the scenariosend and see my department. ” rebate slip? ” you can resolve the situation. ” Select Continue Select

“I suppose so. ” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department. ” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip? ” Select

“Fine, then can I speak to a manager? This is getting me nowhere!” “Well, I found “You were right! “You’ve clearlythe left the customer unhappy $50 and charge, but Next time. The will be frustrated. try fee being there's nothingand I understanding waived inabout the form more patient can do the about it of a rebate. Can I customers situation. ” - that's not send you a my department. ” rebate slip? ” “I advise you to try this scenario again. ” Select Try Again Continue Select

I think that will work. Thanks for all your help. “Well, did I found thejob. The customer “You wereseems right! “You an okay $50 charge, Theyou fee could will be okay with thebut result; however, there's waived in the form havenothing handled. I the situation better. ” can do about it of a rebate. Can I - that's not send you a my department. ” rebate slip? ” Select Try Again Continue Select

“Well it's your problem. . . ugh!” “Well, you were wrong. I looked in your records and you have to pay the $50. That's our policy on all new accounts. ” “You were right! The fee will be waived in the form of a rebate. ” Select “Can I send you a rebate slip? ”

“Oh no I don’t have to pay it. He told me I didn’t have to pay, “Well it's problem. . . ugh!” otherwise I wouldn’t have signed up. your I’d like to cancel my service immediately!” “You’ve clearly left the customer unhappy and frustrated. Next time try being more patient and understanding about the customers situation. ” “I advise you to try this scenario again. ” Try Again Continue

“I suppose that will work. This is barely “Well it's your problem. . . ugh!” worth all the hassle!” “Well, you were right! “It appears you have left “You the customer wrong. I looked The time fee will confused and in unhappy. Next trybe your records in the form being more and patient and waived understanding you have pay of a rebate. ” abouttothe customers situation. ” the $50. That's our “Can I send you a “I policy adviseon youallto try this scenario again. ” new accounts. ” rebate slip? ” Select Try Again Continue Select

Before we begin… New Call Center Employee Select a scenario: In this scenario, you will be helping Billing Question a customer with a billing question. The goal is to help the customer with their questions , without escalating the situation New Customer “Tim” Account Closure Begin

"Hi Tim, I just got my bill and there is a $50 service fee that the I spoke I wouldn't have "Hi, rep thank you to forsaid calling Com. Pay. Mytoname pay. ” is Tim. How can I help you today? " Select a response “You probably misunderstood the guy, so there is not much I can do about it. Who did you talk to? ” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to? ” Select

“How am I supposed "Hi Tim, I to justremember? got my bill. You’re and there the is ones a $50 with service the records. All Ifee know thatisthe thatrep he. I told spoke meto. I wouldn’t said I wouldn't have to have payto because of some pay. ” promotion. I’m not paying it!” “You “Well, when let's look “Beprobably careful with your words misunderstood into that. Let me responding tothe a customer. Remember guy, they so there is not to get your pullhelp. ” up your are calling much I can do account. Do you aboutcontinue it. Who did who “Let’s the scenarioremember and see if youcan talkde-escalate to? ” you talked to? ” the situation. ” Select Continue Select

"Hi Tim, I just got my bill and there is a $50 service “No I’m afraid I don’t. He said they were fee that the rep I spoke to said I wouldn't have to running a promotion. ” pay. ” “You probably “Well, let's “Great response! Remember, our look misunderstood intoyour that. help, Let me customers arethe calling to get guy, so so itthere is not to sound pull up your is important patient much I can dowilling to help. ” account. Do you and about it. Who did remember who youcontinue talk to? ”with the scenario you talked to? ” “Let's and see if you can keep the customer happy. ” Select Continue Select

“No I’m afraid I don’t. He said they were running a promotion. ” “Well, I'm looking at your records. All I know is that they charged the $50. ” “I see the $50 charge and a promotion code on your account. ” “May I put you on hold while I research this? ” Select

“No I’m afraid I don’t. He said they were “Sure Tim. ” running a promotion. ” “Well, I'm see the $50 “Great job. looking You seem to be “I de-escalating at your records. by All finding answers chargeand a the situation I know is remaining that they professional. ” promotion code charged the $50. ” on your account. ” “Continue with the scenario and see if you “May I put you on can resolve the situation. ” hold while I research this? ” Select Continue Select

“I know they “No charged I’m afraid me I-don’t. that's He whysaid I'mthey calling. were Can you look up running the promotion? ” a promotion. ” “Well, I'm your looking “I see the “Take time when looking at a$50 atcustomer's your records. All Remember, charge a account. it isand easy Itoknow that details they like promotion code mississmall codes charged theor$50. ” on your account. ” payment errors. ” “May I puttoyou on “You still have an opportunity hold while I de-escalate this situation. ” research this? ” Select Continue Select

“I know they charged me - that's why I'm calling. Can you look up the promotion? ” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try. ” “You were right! The fee will be waived in the form of a rebate. ” Select “Can I send you a rebate slip? ”

“What form? I don'twhy have for all “I knowrebate? they charged me - that's I'mtime calling. Can this. Can Iup speak to your manager, please? ” you look the promotion? ” “Calm down, you it's have left “You were right! “It appears the customer just $50. I'll look it The time, fee will confused and unhappy. Next trybe up. Youmore havepatient to in the form being and waived understanding pay about the fee, but of a rebate. ” the customer's situation. ” there's some sort of rebate form “Can I send you a you can try. ” rebate slip? ” Select Try Again Continue Select

“Well, that isme better thanwhy having to pay Can the “I know. I suppose they charged - that's I'm calling. fee. you Thank look upyou. ” the promotion? ” “Calm it's job. The customer “You wereseems right! “You diddown, an okay just $50. look it however, Theyou fee could will be okay with. I'llthe result; up. have You handled have to the situation waived in the form better. ” pay the fee, but of a rebate. ” there's some sort of rebate form “Can I send you a you can try. ” rebate slip? ” Select Try Again Continue Select

“Sure Tim. ” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form. ” “You were right! The fee will be waived in the form of a rebate. “ Select “Can I send you a rebate slip? ”

“He didn't say anything about a rebate. You mean I “Sure have to pay the fee now and wait to get my. Tim. ” money back? What a pain!” “Well, it looks were right! “It appears you have left “You the customer like youand unhappy. Next The time, fee will confused trybe misunderstood the and waived in the form being more patient understanding guy. You stillthe have of a rebate. “ about customer's situation. ” to pay the fee. You can get it back if “Can I send you a you want to fill out rebate slip? ” a rebate form. ” Select Try Again Continue Select

“That works for me. “Sure Thanks for all your Tim. ” help!” “Well, it looks“Great job!”“You were right! like you The fee will be misunderstood theis clearly waived the form “The customer happyinwith guy. You have you provided. of a rebate. “ thestill assistance to pay the fee. up You Keep the good work!” can get it back if “Can I send you a you want to fill out rebate slip? ” a rebate form. ” Select Try Again Continue Select

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” “Listen, don't get mad at me! I didn't cause this problem. “ “You're right, I'm sorry. Let me see what I can find out in the system. ” “Hold please. ” “May I put you on hold while I research this? ” Select

“How am I supposed to remember? You’re the ones with the problem. . . ugh!” records. All I know is that he“Well told it's meyour I wouldn’t have to pay because of some promotion. I’m not paying it!” “Listen, getthe customers “You're right, I'm “Try notdon't to take frustration mad at me! sorry. Let me see personally. Remember they simply want I didn't cause to their questions. ” what I can find out answers this problem. “ in the system. ” “You still have an opportunity to “Hold please. ”this situation “May put you on de-escalate by Istaying hold while I calm and professional. ” research this? ” Select Continue Select

“How am I supposed to remember? You’re the ones with the “I suppose records. All I know is that he told me I wouldn’tso. ” have to pay because of some promotion. I’m not paying it!” “Well, I job. found were right! “Good Youthe seem to be“You de-escalating $50 butby finding answers The fee and will be thecharge, situation there's nothing I professional. ” waived in the form remaining can do about it of a rebate. Can I - that's not you ifa ”Continue with the scenariosend and see my department. ” rebate slip? ” you can resolve the situation. ” Select Continue Select

“I suppose so. ” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department. ” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip? ” Select

“Fine, then can I speak to a manager? This is getting me nowhere!” “Well, I found “You were right! “You’ve clearlythe left the customer unhappy $50 and charge, but Next time. The will be frustrated. try fee being there's nothingand I understanding waived inabout the form more patient can do the about it of a rebate. Can I customers situation. ” - that's not send you a my department. ” rebate slip? ” “I advise you to try this scenario again. ” Select Try Again Continue Select

I think that will work. Thanks for all your help. “Well, did I found thejob. The customer “You wereseems right! “You an okay $50 charge, Theyou fee could will be okay with thebut result; however, there's waived in the form havenothing handled. I the situation better. ” can do about it of a rebate. Can I - that's not send you a my department. ” rebate slip? ” Select Try Again Continue Select

“Well it's your problem. . . ugh!” “Well, you were wrong. I looked in your records and you have to pay the $50. That's our policy on all new accounts. ” “You were right! The fee will be waived in the form of a rebate. ” Select “Can I send you a rebate slip? ”

“Oh no I don’t have to pay it. He told me I didn’t have to pay, “Well it's problem. . . ugh!” otherwise I wouldn’t have signed up. your I’d like to cancel my service immediately!” “You’ve clearly left the customer unhappy and frustrated. Next time try being more patient and understanding about the customers situation. ” “I advise you to try this scenario again. ” Try Again Continue

“I suppose that will work. This is barely “Well it's your problem. . . ugh!” worth all the hassle!” “Well, you were right! “It appears you have left “You the customer wrong. I looked The time fee will confused and in unhappy. Next trybe your records in the form being more and patient and waived understanding you have pay of a rebate. ” abouttothe customers situation. ” the $50. That's our “Can I send you a “I policy adviseon youallto try this scenario again. ” new accounts. ” rebate slip? ” Select Try Again Continue Select

Before we begin… New Call Center Employee Select a scenario: In this scenario, you will be helping Billing Question a customer with a billing question. The goal is to help the customer with their questions , without escalating the situation New Customer “Harriet” Account Closure Begin

"Hi Harriet, I just got my bill and there is a $50 service fee"Hi, that the rep spoke to said I wouldn't thank you. Ifor calling Com. Pay. My name have to pay. ” is Harriet. How can I help you today? " Select a response “You probably misunderstood the guy, so there is not much I can do about it. Who did you talk to? ” “Well, let's look into that. Let me pull up your account. Do you remember who you talked to? ” Select

“How am I supposed "Hi Harriet, to. Iremember? just got my You’re bill andthe there ones is awith $50 the records. All Iservice know isfee that hethe toldrep me. I spoke I wouldn’t to said have I wouldn't to pay because of some have to promotion. pay. ” I’m not paying it!” “You “Well, when let's look “Beprobably careful with your words misunderstood into that. Let me responding tothe a customer. Remember guy, they so there is not to get your pullhelp. ” up your are calling much I can do account. Do you aboutcontinue it. Who did who “Let’s the scenarioremember and see if youcan talkde-escalate to? ” you talked to? ” the situation. ” Select Continue Select

"Hi Harriet, I just got my bill and there is a $50 “No I’m afraid I don’t. He said they were service fee that the rep I spoke to said I wouldn't running a promotion. ” have to pay. ” “You probably “Well, let's “Great response! Remember, our look misunderstood intoyour that. help, Let me customers arethe calling to get guy, so so itthere is not to sound pull up your is important patient much I can dowilling to help. ” account. Do you and about it. Who did remember who youcontinue talk to? ”with the scenario you talked to? ” “Let's and see if you can keep the customer happy. ” Select Continue Select

“No I’m afraid I don’t. He said they were running a promotion. ” “Well, I'm looking at your records. All I know is that they charged the $50. ” “I see the $50 charge and a promotion code on your account. ” “May I put you on hold while I research this? ” Select

“No I’m afraid I don’t. He said they were “Sure Harriet. ” running a promotion. ” “Well, I'm see the $50 “Great job. looking You seem to be “I de-escalating at your records. by All finding answers chargeand a the situation I know is remaining that they professional. ” promotion code charged the $50. ” on your account. ” “Continue with the scenario and see if you “May I put you on can resolve the situation. ” hold while I research this? ” Select Continue Select

“I know they “No charged I’m afraid me I-don’t. that's He whysaid I'mthey calling. were Can you look up running the promotion? ” a promotion. ” “Well, I'm your looking “I see the “Take time when looking at a$50 atcustomer's your records. All Remember, charge a account. it isand easy Itoknow that details they like promotion code mississmall codes charged theor$50. ” on your account. ” payment errors. ” “May I puttoyou on “You still have an opportunity hold while I de-escalate this situation. ” research this? ” Select Continue Select

“I know they charged me - that's why I'm calling. Can you look up the promotion? ” “Calm down, it's just $50. I'll look it up. You have to pay the fee, but there's some sort of rebate form you can try. ” “You were right! The fee will be waived in the form of a rebate. ” Select “Can I send you a rebate slip? ”

“What form? I don'twhy have for all “I knowrebate? they charged me - that's I'mtime calling. Can this. Can Iup speak to your manager, please? ” you look the promotion? ” “Calm down, you it's have left “You were right! “It appears the customer just $50. I'll look it The time, fee will confused and unhappy. Next trybe up. Youmore havepatient to in the form being and waived understanding pay about the fee, but of a rebate. ” the customer's situation. ” there's some sort of rebate form “Can I send you a you can try. ” rebate slip? ” Select Try Again Continue Select

“Well, that isme better thanwhy having to pay Can the “I know. I suppose they charged - that's I'm calling. fee. you Thank look upyou. ” the promotion? ” “Calm it's job. The customer “You wereseems right! “You diddown, an okay just $50. look it however, Theyou fee could will be okay with. I'llthe result; up. have You handled have to the situation waived in the form better. ” pay the fee, but of a rebate. ” there's some sort of rebate form “Can I send you a you can try. ” rebate slip? ” Select Try Again Continue Select

“Sure Harriet. ” “Well, it looks like you misunderstood the guy. You still have to pay the fee. You can get it back if you want to fill out a rebate form. ” “You were right! The fee will be waived in the form of a rebate. “ Select “Can I send you a rebate slip? ”

“He didn't say anything about a rebate. You mean I “Sure have to pay the fee now and wait to get my. Harriet. ” money back? What a pain!” “Well, it looks were right! “It appears you have left “You the customer like youand unhappy. Next The time, fee will confused trybe misunderstood the and waived in the form being more patient understanding guy. You stillthe have of a rebate. “ about customer's situation. ” to pay the fee. You can get it back if “Can I send you a you want to fill out rebate slip? ” a rebate form. ” Select Try Again Continue Select

“That works for me. “Sure Thanks for all your Harriet. ” help!” “Well, it looks“Great job!”“You were right! like you The fee will be misunderstood theis clearly waived the form “The customer happyinwith guy. You have you provided. of a rebate. “ thestill assistance to pay the fee. up You Keep the good work!” can get it back if “Can I send you a you want to fill out rebate slip? ” a rebate form. ” Select Try Again Continue Select

“How am I supposed to remember? You’re the ones with the records. All I know is that he told me I wouldn’t have to pay because of some promotion. I’m not paying it!” “Listen, don't get mad at me! I didn't cause this problem. “ “You're right, I'm sorry. Let me see what I can find out in the system. ” “Hold please. ” “May I put you on hold while I research this? ” Select

“How am I supposed to remember? You’re the ones with the problem. . . ugh!” records. All I know is that he“Well told it's meyour I wouldn’t have to pay because of some promotion. I’m not paying it!” “Listen, getthe customers “You're right, I'm “Try notdon't to take frustration mad at me! sorry. Let me see personally. Remember they simply want I didn't cause to their questions. ” what I can find out answers this problem. “ in the system. ” “You still have an opportunity to “Hold please. ”this situation “May put you on de-escalate by Istaying hold while I calm and professional. ” research this? ” Select Continue Select

“How am I supposed to remember? You’re the ones with the “I suppose records. All I know is that he told me I wouldn’tso. ” have to pay because of some promotion. I’m not paying it!” “Well, I job. found were right! “Good Youthe seem to be“You de-escalating $50 butby finding answers The fee and will be thecharge, situation there's nothing I professional. ” waived in the form remaining can do about it of a rebate. Can I - that's not you ifa ”Continue with the scenariosend and see my department. ” rebate slip? ” you can resolve the situation. ” Select Continue Select

“I suppose so. ” “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department. ” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip? ” Select

“Fine, then can I speak to a manager? This is getting me nowhere!” “Well, I found “You were right! “You’ve clearlythe left the customer unhappy $50 and charge, but Next time. The will be frustrated. try fee being there's nothingand I understanding waived inabout the form more patient can do the about it of a rebate. Can I customers situation. ” - that's not send you a my department. ” rebate slip? ” “I advise you to try this scenario again. ” Select Try Again Continue Select

I think that will work. Thanks for all your help. “Well, did I found thejob. The customer “You wereseems right! “You an okay $50 charge, Theyou fee could will be okay with thebut result; however, there's waived in the form havenothing handled. I the situation better. ” can do about it of a rebate. Can I - that's not send you a my department. ” rebate slip? ” Select Try Again Continue Select

“Well it's your problem. . . ugh!” “Well, you were wrong. I looked in your records and you have to pay the $50. That's our policy on all new accounts. ” “You were right! The fee will be waived in the form of a rebate. ” Select “Can I send you a rebate slip? ”

“Oh no I don’t have to pay it. He told me I didn’t have to pay, “Well it's problem. . . ugh!” otherwise I wouldn’t have signed up. your I’d like to cancel my service immediately!” “You’ve clearly left the customer unhappy and frustrated. Next time try being more patient and understanding about the customers situation. ” “I advise you to try this scenario again. ” Try Again Continue

“I suppose that will work. This is barely “Well it's your problem. . . ugh!” worth all the hassle!” “Well, you were right! “It appears you have left “You the customer wrong. I looked The time fee will confused and in unhappy. Next trybe your records in the form being more and patient and waived understanding you have pay of a rebate. ” abouttothe customers situation. ” the $50. That's our “Can I send you a “I policy adviseon youallto try this scenario again. ” new accounts. ” rebate slip? ” Select Try Again Continue Select

Thank You may exit this demo Start over