This is a 2-part retention account mock call where a single customer talked to two different agents. The first call was to the Billing Department while the second was to the Retention Department. First Call (Billing Department) Claire: Thank you for calling Starnet Customer Service. This is Claire, how may I help you today? Customer:…

In this article, there are two Telco mock calls. One issue, one customer, two different agents – Claire and Candace. Both have different ways of handling the issue. This is the difference between an okay and an exceptional customer service. An okay customer service Claire: Hi, thank you for calling Kwestyon Tech Support. This is…

After enjoying a movie at the cinema, Ms. Rogers was dismayed to discover that her purse had gone missing. The purse contained her mobile phone and her credit card. She promptly contacted her bank’s customer service to report the issue and request the immediate closure of her card. Here’s a financial account mock call. Step…

There is no one-size-fits-all guide to expressing empathy. And that’s because it depends on your customers’ situations. Some customers are simply more upset than others, some are stuck in horrible, dead-end situations, while others still have feasible solutions to their problems. The way you deal with all of these is similar but not exactly identical….

This guide is especially written for call center newbies but if you’re a veteran who needs a quick refresher before taking a mock call, then this is for you, too.