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hi ninja welcome to season 2 of mock coal practice video series if you haven't watched the first video series I will link it up there so you can check it out after this video but for today we are going to start with a common call type about billing it's a simple call but I hope you learn something about this and don't forget to finish the video because we will have discussion points after the mock call so let's begin thank you for calling sprites my name is Rhea how can I help you today hi my name is Francis and I have a question about my bill oh hi Francis I'll be glad to answer any questions that you have about your bill may I have the account number or the phone number of the account ok the account number is 1 2 3 4 5 great thank you so me I know what your question is oh it's like this last month my bill was $25 but for this month it shows that I need to pay $35 what's going on 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 ok by the way do you have a copy of your bill right now um yes that's great let's go over your bill together and see the difference I've been checking your account yes you're right the bill last month was $25 however this billing period there is an additional charge of 10 dollars for a data usage that totals to 3 gigs ok I really thought that my plan included data well no it does not but I will be happy to add a data to your plan for only five dollars more you get 10 gigs of data and it's more value for your money considering the current situation how does that sound to you um okay that sounds good that's good so I'll add the data plan to your account right away and since you are a valued customer I will also take care of the $10 charge for you I mean that's great so let me just process the reversal real quick okay and it's done so let me just recap everything we have talked about the $10 charge I have added a data plan of 10 gigs to your account so that's going to be $5 more in addition to the $25 that you are already paying every month and the $10 charge for this milling period was already reversed it's strictly appreciated thank you you're welcome and just to let you know you can also check your data usage by texting data to 777 so have I addressed all your concerns today yes you have well it's been my pleasure to assist you Francis once again my name is Rhea thank you for calling sprite and hope you have a great day and do the same bye bye so let's talk about as a call it's a common call time but may or may not be applicable to you and your account and of course I just want to remind you to follow the call flow that is provided to you by your account and by the way I have an entire video series about the basic call flow wearing a discussed each step in detail so you might also want to check that out and we'll link it up there check it out after this video now let's talk about some of the highlights tips and reminders for this type of call of course you'd want to start with number one knowing the concern of the customer for you to be able to help and assist and in that call the customer was calling to ask about a 10 dollar extra charge and as you've seen and heard the customers bill last month was only $25 and then there was an extra $10 charge so the agent was able to answer what the $10 charge was for which was also the main concern of the customer next for this call type customers would usually call with a problem so aside from asking a question a lot of customers will call because they want you to resolve their problem right now in this case it is important that you let the customer feel at ease with the conversation since the problem is already there you wouldn't want to make the situation more difficult so in order to ease your customer to the entire conversation you'd want to sound more conversational and natural and one of the things that you can do to achieve that is to address the customer by his or her name and again it depends on your account whether you're supposed to use the first name or you're supposed to say mister or miss so it depends but the importance of this is that you are creating or building a connection with your customer in such a way that your customer will think that you're making an effort to resolve the issue and to ease him into the conversation another thing is when you are dealing with a billing call type that involves an extra charge or a transaction of the bill it helps to ask your customer for the copy of the bill because you will be able to show the customer which transaction was the charge or you will be able to explain better what the charge is about you are also able to give like a visual representation of the transactions instead of just both of you imagining what the charge is for if you remember what is the statements that the agents ad was let me check your account and let's go through this together so by saying that you are also essentially involving the customer in the process since this involves money payment and of course the customer is spending money for this service it is important that they are involved in the conversation or the process next don't forget your power words these simple one-liners can make a difference in the conversation so we're simply saying that's great that's awesome that's good to hear things like that can also help make the conversation more natural between you and your customer it also helps to be more detailed when you are explaining the bill to your customer since this involves numbers then make sure to Co the right amount or the exact amount to avoid confusion and since years of our looking at the bill then there should be no way for you to make mistakes or errors when it comes to quoting the right amount of the transactions if there is a need to explain each charge and walk through the bill with the customer then do so in the call it was clear that the customer understood that there was a ten dollar charge and he also understood that it was on top of the twenty five dollar monthly recurring charge that he is paying for his bill so we're good with that and after you have explained what the charge is about it is also essential to gain agreement of course you want the customer to say yes I see or yeah I understand now what the charge is about otherwise you will not be able to end the call yet of course your goal is to let the customer understand what the charge is for in that call if you remember the customer said okay I see so my plan does not include data usage so he was already aware that the plan indeed did not include data usage next is of course you wouldn't want to stop right there you wouldn't want to stop just by explaining what the charge is for if there's a way for you to provide solution or offer solution to your customer so that he or she can avoid that same or he can make the most out of the situation than do so in that call example the agent was able to offer to add a data plan of 10 gigs for just $5 more on top of the $25 bill that he is paying every month so that is also a way for the agent to offer solution to the customer since probably or most likely the customers fond of using data connection and a good thing is he agreed to have the 10 gig data plan added to his account in addition to the solution offered by the agent to the customer the agent also proactively offered to reverse the $10 charge now this part may or may not be applicable to your account there are accounts that will not allow you to proactively offer to refund the fee there are also accounts that will provide goodwill refund or courtesy refunds so depending on the guidelines of your account then think of you know good business sense is it a good idea to refund as a customer in that case and if it is then go ahead and do so because we are talking about providing excellent customer service and also going the extra mile for the customers so even if it did not ask at all if you can offer it yourself then go ahead and do so another is the self-help tool that a lot of agents forget simply because it's more convenient to just end the caller right away but actually it's one of the most important things that you can tell your customers to avoid having the same mistakes in the future so in that call the agent says that the customer can check the data usage by texting data to 7 7 7 so in your case or in your account it might be online or it might be checking the bill calling customer service it depends but as long as you provide something or a way to help them check their balances or their transactions and be on top of their account then that is a great thing to do for the customer and lastly of course do not forget your recap just to make sure you and the customer are both on the same page and don't forget your closing spiel as well and some of the accounts you are allowed to somehow fish for customer service survey and you don't necessarily say that I'd appreciate it if you answer the survey or something like that if that's not allowed but by repeating your name at the end of the call then you're somehow giving a signal to your customer that if you have provided the best or excellent customer service then that customer will remember to provide you a perfect survey at the end of the call so everything's good and that's about it for today's video thank you so much for watching make sure to tune into my next videos because I'm going to have more more called practice videos and if you like this content don't forget to like subscribe if you have it yet I'll see you again on my next video take care and