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BILLING ACCOUNT CALL HANDLING SAMPLE VIDEO | MOCK CALL GUIDE #FORBEGINNERS #SUREJOBOFFER - YouTube
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[199]
thank you for calling abc company my name is renee聽
how may i see you today yesterday i just received聽聽
[204]
an email saying i have to pay a late payment fee聽
i'm sorry i got b's and forgot to pay thank you聽聽
[209]
for that let me verify your account first can聽
you have your account number in full name please聽聽
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sure this is jared kingston54321 thank you for聽
that okay great i can actually see your account聽聽
[223]
now upon checking you received an invoice聽
because uh you were not able to pay on time聽聽
[230]
the due date was february 2021 and it also聽
incurred a late payment fee your monthly聽聽
[238]
subscription is fifty dollars plus you also聽
need to pay the late payment fee of five dollars聽聽
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are you able to pay now i'm a little tied up聽
right now i'll do it today or tomorrow at the聽聽
[250]
latest but can you please remove the late payment聽
fee that's okay i completely understand that聽聽
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since this is your first time to receive a聽
late payment fee i can actually waive the聽聽
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five dollar payment late payment fee for you now聽
as well as first time forgiveness are we good with聽聽
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that yes i'm a regular customer for four years聽
and this is the first time yes thank you um all聽聽
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we need to do is to make sure that we are paying聽
on time to avoid this kind of fee in the future聽聽
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yeah of course before i proceed can you confirm聽
your email address is it jared kingston gmail.com聽聽
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that's right please send me an updated聽
invoice please okay as i will be sending聽聽
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a confirmation email now thank you so much聽
this is such a relief for an old one like me聽聽
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okay i sent you an updated invoice and the reduce聽
amount is 50 which is your original subscription聽聽
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amount yes subscription fee amount okay is聽
there anything else that i can assist you with聽聽
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nothing else thank you so much you've聽
been most helpful have a great day聽聽
[321]
oh great thank you for calling聽
abc company have a great day too
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thank you for calling abc company my聽
name is renee how may i see you today聽聽
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what's wrong with you guys i never receive an聽
email and now you're sending me a paper bill聽聽
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apologies for that let me assist you with聽
this can i please verify our account first聽聽
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may have your full name and account聽
number please yes lucas matthew12345
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thank you for that it can happen if the聽
email address registered to our account聽聽
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is incorrect or possibly the email ad um there's聽
no email address registered to our account聽聽
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okay okay i can see your account聽
now take your time and i found
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i found your email address here聽
it was registered correctly聽聽
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yeah it's been there for four years yes thanks聽
for clarifying we have sent emails regarding the聽聽
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payment of this invoice to that email address and聽
they are all sent with an invoice copy attached聽聽
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so please do check your spam in case they're聽
going there by mistake there's none yes i聽聽
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tried that already but i haven't found any thank聽
you for confirming with regards to this invoice聽聽
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are you able to sell it now over the phone i聽
don't have access to my card i put it on this聽聽
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fridays run by bacs that's okay if you want to聽
pay now you can just visit our website abc company聽聽
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dot com that us okay i'm sorry can you聽
confirm the website please triple w聽聽
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and then abc company that come that u.s thank聽
you so much for helping me renee i'll visit聽聽
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the website you have given me i'll check if i聽
can pay now brilliant i make a note now in our聽聽
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system to expect payment by tuesday when the聽
bacs payment clears thank you for your time聽聽
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is there anything else that i can assist you聽
with no nothing else you have been most helpful聽聽
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renee i'll try the website you have given me聽
if i can pay via bpay now thank you so much聽聽
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renee thank you for the faceted feedback thank聽
you for calling abc company have a great day
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thank you for calling abc company my name is renee聽
how may i assist you today why am i receiving an聽聽
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invoice i've already paid i'm sorry to hear聽
about that i'll be more than happy to assist聽聽
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let's start by confirming your account may聽
have her full name and account number please聽聽
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emily landgrand account is five four three two聽
one okay emily landgren and your account number聽聽
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is five four three two one is that correct聽
yeah that's right thank you for confirming聽聽
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okay great i can actually see your account now聽
and i'm not sure why this wasn't mark a spade聽聽
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no worries i guarantee you that these won't happen聽
in the future please make sure let me verify your聽聽
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email address is it emily123 at gmail.com yes that聽
is the correct email address and i've been using聽聽
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that for four years i'm not sure what's happening聽
okay i'll look into these right away for you yes聽聽
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thank you because i'm confused yes we have a聽
designated department to process your request聽聽
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since you have paid this invoice already please聽
as i'm not going to pay this yes i'm sorry to聽聽
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disturb you i'm sorry for the inconvenience it has聽
cost you thank you for being understanding when i聽聽
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know it's not your fault yes no worries i'll be聽
sending you an updated invoice paid invoice and聽聽
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please note that it will take 24 to 48 hours to聽
be received sounds good is there anything else聽聽
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that i can assist to it nothing else you've been聽
a great help i just want to make sure this won't聽聽
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happen again in the future yes i guarantee聽
you that this won't happen in the future 100聽聽
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have a nice day thank you for calling聽
abc company have a great day there聽聽
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you go so those are the three common聽
reasons or three common scenarios when
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as i've been yeah no i never聽
receive an invoice from you guys
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i already paid guys
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verification para
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on how they can avoid receiving late聽
payment fees in the future never put them聽聽
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in an awkward situation
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understand empathize and educate聽
the customer but uh in the future
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god bless
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uh
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uh
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you
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