Role Play 1
Instructions: Agent and customer are discussing an issue with the customer’s billing.
Issue: Overcharged on monthly bill.
Resolution: Agent reviews customer’s billing statement and adjusts the charges accordingly.
Possible Script for role play 1:
Agent: Good morning/afternoon! Thank you for calling our customer service center. How can I assist you today?
Customer: Hi there. I have an issue with my monthly bill. I believe I’ve been overcharged.
Agent: I’m sorry to hear that. I’ll be glad to help you with that. To assist you better, could you please provide me with your account number or any other identifying information?
Customer: Sure, my account number is 123456789.
Agent: Thank you for providing that information. Let me pull up your billing statement and take a look. I apologize for any inconvenience this may have caused you. Please bear with me for a moment while I review your account.
(Customer waits patiently)
Agent: Thank you for your patience. Upon reviewing your billing statement, I can see that there has been an error, and you have indeed been overcharged. I sincerely apologize for the mistake.
Customer: Thank you for looking into it. I appreciate your help.
Agent: Absolutely. Resolving this issue is a top priority for us. To rectify the overcharge, I will make the necessary adjustments to your bill. Your new statement will reflect the corrected charges. You should see the updated amount in your next billing cycle.
Customer: That’s great to hear. I’m glad we could resolve this matter.
Agent: I completely understand your frustration, and I want to assure you that we take such matters seriously. Your satisfaction is important to us. If you have any further questions or concerns, please don’t hesitate to let me know.
Customer: Thank you for your assistance. I appreciate your prompt attention to this matter.
Agent: You’re most welcome. It was my pleasure to assist you today. If you have any other inquiries or need further assistance, feel free to reach out to us anytime. Thank you for choosing our company.
Customer: Thank you again. Have a great day!
Agent: You too! Take care and have a wonderful day ahead!
(End of role play)