MOCK CALL PRACTICE: Handling An Irate Customer (SAMPLE DSAT CALL) | Interactive Session 6 - YouTube

Today we are going to have our mock call interactive session number six.

Hey there ninja, welcome back to my channel

This is Rea once again. And if we are just meeting today, I share real stories and tips to help you begin,

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Five four three

two one

Hi. Thank you for calling X Y Z

My name is Ashley, how may i help.. You just cut off my internet connection and this is not the first time this happened!

Why are you cheating on me? You're getting my money and you're cutting me off!

Sorry for the inconvenience ma'am, I understand that is really frustrating. May I have your account number please?

Sorry, you are always sorry, but you're not doing anything! Never! You have to fix this now fix this now!

Yes. Yes, ma'am. I will do my best. May I have your account number so that I can check your account?

Five three four zero zero three, six five four eight

I'm sorry. You were a bit too fast. Can you please.. Oh my god. I can't believe you

I said five three four zero zero

Three six five four eight. I'm sorry. Is that five three four zero zero

three six.. five

Four eight got it? Okay. Got it. Thank you. For verification purposes, can I get your name and birth date, please?

Karen America September 15 1985. The account is under my name.

Hello? hello, I'm still here ma'am. Sorry. I'm still checking some information.

Why is it taking you so long? don't you guys already know this stuff? You keep fooling people. You must know what to do already.

Okay, according to our systems data you did pay your last bill last October 20, which was two days ago

in one of our affiliated payment centers.

Unfortunately when you pay through that affiliated center, it takes about 2 to 3

business days more to complete the payment processing

So that means that the system considered the payment as still pending and not completed yet

so the connection has been cut off

but..

Are you kidding me? Why have affiliated payment centers when you can't even process the payment on time?

So it's my fault?

You guys told me I could pay at affiliated centers and that's what I did and now I'm at fault. Now

I can't continue with my online job because of you or actually because of me? That's ridiculous!

I am really sorry Miss America. I understand your situation is very tough right now. Really, huh?

but what I can do is to open a ticket or submit a report so that

The other department assigned can manually complete your payment and reconnect your internet.

I just need the payment ID number ma'am. And which Center did you make the payment?

Why do you have to ask for that? You just said so yourself. You've seen my payment as pending?

Yeah, and just want to verify it.

At the Strawberry Mall, my payment ID. Hold on a second

One one one two eight five six nine seven four

Thanks so much for your patience, Miss America. I'm going to submit the report. Please just stay on the line for a minute.

Ma'am, I'm

done with the report, please expect to have your connection reinstated within 24 hours.

We will send you a text message as well to your phone number and file. Within 24 hours?

Can you make it faster than that? As much as I'd love to,

that has been a turnaround time for reconnection since then, so to give enough time for the team to manually complete the payment..

Okay fine as if I have a choice

Again, I'm really sorry. Is there anything else?

Nothing, just make sure you reconnect my line as soon as possible. Bye. Yes, ma'am. Thank you for calling XYZ.

And that's about it for today's mock call. If you liked this video, please feel free to

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