MOCK CALL PRACTICE: Billing Customer Service | Telco Account (With Call Handling Tips)
Opening:
Thank you for choosing _(name of account)__. My name is _(firstname)_. How may I help you today?
Respond, relate, reassure:
Oh, hi *. I'll be glad to answer your questions about your bill.
Verification:
May I have your name, contact number and address?
Respond, relate, reassure: (involve the customer in the process)
Oh I see. I understand. Sometimes looking at your bill can be quite confusing.
So let me check your account and let's go through this together. Okay?
By the way, do you have a copy of your bill right now?
Resolution:
Tips: Use power words (That's great / that's awesome!)
Walkthrough the bill if needed.
Gain agreement.
Upon checking your account, I see you are subscribed to Unlimited Plus Plan for $75/month.
This includes unlimited voice, text message and data.
The reason that your bill is high for this statement is due to late fee for $5.70.
You are also charge for taxes and fees for $5.25.
The total due amount is $85.95.
I suggest that you subscribe to autopayment or pay your bill in advance to avoid late fee in the future.
Recap:
Let me just recap everything. I have explained your bill including the extra charge and late fee.
Is there anything else I can help you with today?
Closing spiel:
Once again, my name is Eduard. Thank you for calling ____ and have a great day!
