Call Center Training | Role Play for Credit Card Customer Service

call center training role play for
credit card customer service
conversation number one activate card
and create new PIN
thank you for calling single step credit
card company my name is Emily how may I
assist you today
hi I recently received a new credit card
in the mail and I'm trying to activate
it can you help me with that
absolutely I'd be happy to help
can you please provide your name the
last four digits of your credit card
number and the security code on the back
of your card
sure my name is Kevin P Jackson and the
last four digits of my card are five
four zero two and the security code is
three three nine
thank you Mr Jackson
no problem we can take care of that for
you right now in order to activate your
card I will need to verify some
information with you can you please
confirm your mailing address and phone
number
my mailing address is 201
South Shore Boulevard Apartment 7.
Burbank California
91503 and my phone number is
301-883-0466
thank you
I verified your information and I can
confirm that your card has now been
activated you should be able to use it
right away
is there anything else I can help you
with today
actually there is one other thing
I'm having trouble remembering the PIN
for my old credit card and I was
wondering if I could change it
yes I can help you change your PIN
in order to do that I will need to
verify some more information with you
can you please provide your date of
birth and the last four digits of your
Social Security number
sure my date of birth is November 3rd
and the last four digits of my social
security number are four zero one one
thank you
I verified your information and I can
confirm that you are authorized to
change your PIN
I can transfer you to our automated
system and you can follow the prompts
just in case you get disconnected the
direct phone number to the automated
system is 1-800-555-7899
okay thank you I wrote down the number
you're welcome
is there anything else I can assist you
no no that'll do it thank you for your
help
you're welcome
I'll transfer your call thank you for
choosing single step credit card company
have a great day thank you you too I'm
transferring you now
conversation number two unable to make
payment
thank you for calling single step credit
card company my name is Joseph how may I
assist you today
hi
I'm calling because I'm unable to make
my minimum credit card payment this
month
I'm having some financial difficulties
and I'm not sure what to do
I'm sorry to hear that you're
experiencing financial difficulties
we want to help you as much as possible
could I please have your credit card
number so I can confirm your account
information
yes of course my card number is four
zero two eight five six one zero seven
three two eight seven six zero one thank
you for that let me pull up your account
information
thank you for your patience our system
is running a little slow right now
here it is may I have your first and
last name
sure it's Samantha Lee
thank you Miss Lee could you tell me
more about your situation and why you're
unable to make your payment
well
I lost my job recently and I'm still
looking for a new one I've been using my
savings to cover my expenses but I'm
running low on funds and I'm not sure
how I'm going to make my credit card
payment this month
I understand your situation
let me see if there is anything we can
do to help
based on your account history with us we
are able to offer you a one-time
hardship program
this program will allow you to skip your
payment this month without incurring any
late fees or interest charges
however you will still be responsible
for paying the full balance at a later
date does that sound like something that
would work for you yes that sounds great
thank you for offering that you're
welcome may I put you on hold while I
set this up yes thank you so much thank
you Miss Lee
okay I've processed your request and you
are now enrolled in the hardship program
your payment for this month will be
waived and you will not be charged any
late fees or interests however it's
important to remember that you will
still be responsible for paying the full
balance
stand thank you so much for your help
you're welcome if you have any further
questions or need assistance in the
future please don't hesitate to contact
us thank you for choosing single step
credit card company
thanks I appreciate it bye goodbye
conversation number three increase of
credit limit
thank you for calling single step credit
card company my name is Diana how may I
assist you today hi I received a letter
from your company saying that my credit
limit has been increased I wanted to
confirm that this is true I can check on
that for you may I have your credit card
number please sure it's 7680
four three six one
eight three three two seven one five
zero
please give me a moment to pull up your
account information
okay that's fine
may I have your first and last name
please my first name is Jeffrey and my
last name is Butler thank you Mr Butler
one more thing for security purposes may
I have your mother's maiden name
all right my mother's maiden name is
Jones
thank you for that Mr Butler let me see
based our credit and payment history
with us we have decided to increase your
credit limit to ten thousand dollars
that's great thank you
can you also tell me what my current
balance is
sure according to our records your
current balance is one thousand five
hundred dollars okay thank you I also
wanted to ask about your new Rewards
program how do I earn points and what
can I redeem them for
sure let me explain that to you you can
earn points by using your credit card
for purchases and the number of points
you earn will depend on the type of
purchase and the amount you spend you
can redeem your points for a variety of
rewards such as cashback statement
credits or travel Rewards you can view a
full list of rewards and their point
values on our website okay that sounds
good thank you for the information
you're welcome Mr Butler is there
anything else I can help you with today
no that's all thanks for your help
you're welcome thank you for choosing
single step credit card company have a
great day thanks you too bye goodbye
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