Role-play phone call. Looking for advice

Glico Man

Hello,

I'm going to be receiving a call from a Teletech company representative this afternoon and they'll be conducting a role-play/interview with me.

The background is I'll be acting as a customer service rep and helping a customer with a problem.

Just looking for a bit of advice as to what to expect.

Thanks in advance.

Aaron

WIZE

Firstly is it a Tech support role ?

Have an Opening Script ready

eg :
1. Welcome to the * service desk , my name is * how can I help you .
2. Customer says the Issue ,
3. Confirm the customers Name , Address , Ph number , Email address ,
4. Repeat the users Issue and perform Troubleshooting ,
5. Questions for the User
* Any new sofware installed
* Did Customer have this issue before
* When did it Start
* Try fixing the Issue
6 If you can not fix the issue tell customer you will dispatch the Ticket to another team ,
7. Offer ticket number to Customer
8 Ask if Customer needs furthur assistance
9 Wish the customer a nice day .

Glico Man

The role I'd be working is for Sky support.

Cheers for that script idea though, excellent.

Glico Man

Didn't get it sadly... thanks again though.


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