1. Call Center Training CallCenter Training

2. Call Center Training CallCenter Training Before we begin… Pick an Avatar:

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6. Call Center Training Before we begin… Pick an Avatar: Billing Question New Customer Account Closure Select a scenario:

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

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

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

10. Call Center Training Before we begin… Pick an Avatar: Billing Question New Customer Account Closure Select a scenario:

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

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

13. Scenario back2 Before we begin… Pick an Avatar: Billing Question New Customer Account Closure Select a scenario:

14. Call Center Training Before we begin… Pick an Avatar: Billing Question New Customer Account Closure Select a scenario:

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

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

17. Scenario back3 Before we begin… Pick an Avatar: Billing Question New Customer Account Closure Select a scenario:

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

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

20. "Hi Rosie, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “You probably misunderstood the guy, so there is not much I can do about it. Who did you talk to?” Select “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” 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!” “Be careful with your words when responding to a customer. Remember they are calling to get your help.” “Let’s continue the scenario and see if you can de-escalate the situation.” Continue

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

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

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

24. “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” Select “Well, I'm looking at your records. All I know is that they charged the $50.” Select “No I’m afraid I don’t. He said they were running a promotion.” “I know they charged me - that's why I'm calling. Can you look up the promotion?” “Take your time when looking at a customer's account. Remember, it is easy to miss small details like promotion codes or payment errors.” “You still have an opportunity to de-escalate this situation.” Continue

25. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select

26. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select “What rebate? What form? I don't have time for all this. Can I speak to your manager, please?” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Try AgainContinue

27. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select “Well, I suppose that is better than having to pay the fee. Thank you.” “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Try AgainContinue

28. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Rosie.”

29. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Rosie.” “He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Try AgainContinue

30. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Rosie.” “Great job!” “The customer is clearly happy with the assistance you provided. Keep up the good work!” Try AgainContinue “That works for me. Thanks for all your help!”

31. “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” Select “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” 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!”

32. “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” Select “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” Select “Try not to take the customers frustration personally. Remember they simply want answers to their questions.” “You still have an opportunity to de-escalate this situation by staying calm and professional.” Continue “Well it's your problem...ugh!”

33. “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!” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “Good job. You seem to be de- escalating the situation by finding answers and remaining professional.” ”Continue with the scenario and see if you can resolve the situation.” Continue “I suppose so.”

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

35. “Fine, then can I speak to a manager? This is getting me nowhere!” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “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 AgainContinue

36. I think that will work. Thanks for all your help. “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Try AgainContinue

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

38. “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 AgainContinue “Well it's your problem...ugh!” “Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!”

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

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

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

42. "Hi Tim, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “You probably misunderstood the guy, so there is not much I can do about it. Who did you talk to?” Select “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” 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!” “Be careful with your words when responding to a customer. Remember they are calling to get your help.” “Let’s continue the scenario and see if you can de-escalate the situation.” Continue

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

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

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

46. “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” Select “Well, I'm looking at your records. All I know is that they charged the $50.” Select “No I’m afraid I don’t. He said they were running a promotion.” “I know they charged me - that's why I'm calling. Can you look up the promotion?” “Take your time when looking at a customer's account. Remember, it is easy to miss small details like promotion codes or payment errors.” “You still have an opportunity to de-escalate this situation.” Continue

47. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select

48. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select “What rebate? What form? I don't have time for all this. Can I speak to your manager, please?” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Try AgainContinue

49. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select “Well, I suppose that is better than having to pay the fee. Thank you.” “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Try AgainContinue

50. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Tim.”

51. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Tim.” “He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Try AgainContinue

52. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Tim.” “Great job!” “The customer is clearly happy with the assistance you provided. Keep up the good work!” Try AgainContinue “That works for me. Thanks for all your help!”

53. “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” Select “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” 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!”

54. “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” Select “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” Select “Try not to take the customers frustration personally. Remember they simply want answers to their questions.” “You still have an opportunity to de-escalate this situation by staying calm and professional.” Continue “Well it's your problem...ugh!”

55. “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!” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “Good job. You seem to be de- escalating the situation by finding answers and remaining professional.” ”Continue with the scenario and see if you can resolve the situation.” Continue “I suppose so.”

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

57. “Fine, then can I speak to a manager? This is getting me nowhere!” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “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 AgainContinue

58. I think that will work. Thanks for all your help. “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Try AgainContinue

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

60. “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 AgainContinue “Well it's your problem...ugh!” “Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!”

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

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

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

64. "Hi Harriet, I just got my bill and there is a $50 service fee that the rep I spoke to said I wouldn't have to pay.” “You probably misunderstood the guy, so there is not much I can do about it. Who did you talk to?” Select “Well, let's look into that. Let me pull up your account. Do you remember who you talked to?” 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!” “Be careful with your words when responding to a customer. Remember they are calling to get your help.” “Let’s continue the scenario and see if you can de-escalate the situation.” Continue

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

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

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

68. “I see the $50 charge and a promotion code on your account.” “May I put you on hold while I research this?” Select “Well, I'm looking at your records. All I know is that they charged the $50.” Select “No I’m afraid I don’t. He said they were running a promotion.” “I know they charged me - that's why I'm calling. Can you look up the promotion?” “Take your time when looking at a customer's account. Remember, it is easy to miss small details like promotion codes or payment errors.” “You still have an opportunity to de-escalate this situation.” Continue

69. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select

70. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select “What rebate? What form? I don't have time for all this. Can I speak to your manager, please?” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Try AgainContinue

71. “I know they charged me - that's why I'm calling. Can you look up the promotion?” “You were right! The fee will be waived in the form of a rebate.” “Can I send you a rebate slip?” Select “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.” Select “Well, I suppose that is better than having to pay the fee. Thank you.” “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Try AgainContinue

72. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Harriet.”

73. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Harriet.” “He didn't say anything about a rebate. You mean I have to pay the fee now and wait to get my money back? What a pain!” “It appears you have left the customer confused and unhappy. Next time, try being more patient and understanding about the customer's situation.” Try AgainContinue

74. “You were right! The fee will be waived in the form of a rebate. “ “Can I send you a rebate slip?” Select “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.” Select “Sure Harriet.” “Great job!” “The customer is clearly happy with the assistance you provided. Keep up the good work!” Try AgainContinue “That works for me. Thanks for all your help!”

75. “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” Select “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” 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!”

76. “You're right, I'm sorry. Let me see what I can find out in the system.” “May I put you on hold while I research this?” Select “Listen, don't get mad at me! I didn't cause this problem.“ “Hold please.” Select “Try not to take the customers frustration personally. Remember they simply want answers to their questions.” “You still have an opportunity to de-escalate this situation by staying calm and professional.” Continue “Well it's your problem...ugh!”

77. “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!” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “Good job. You seem to be de- escalating the situation by finding answers and remaining professional.” ”Continue with the scenario and see if you can resolve the situation.” Continue “I suppose so.”

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

79. “Fine, then can I speak to a manager? This is getting me nowhere!” “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “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 AgainContinue

80. I think that will work. Thanks for all your help. “You were right! The fee will be waived in the form of a rebate. Can I send you a rebate slip?” Select “Well, I found the $50 charge, but there's nothing I can do about it - that's not my department.” Select “You did an okay job. The customer seems okay with the result; however, you could have handled the situation better.” Try AgainContinue

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

82. “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 AgainContinue “Well it's your problem...ugh!” “Oh no I don’t have to pay it. He told me I didn’t have to pay, otherwise I wouldn’t have signed up. I’d like to cancel my service immediately!”

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

84. Call Center Training Thank You You may exit this demo Start over