MOCK CALL

STEP 1: Candace: Hi, thank you for calling Hotel California. This is Candace. How may I help you? Stephen: Hi, this is Stephen. I’d like to book for four people, please. And that would be for August 18th. STEP 2 & 4: Candace: Sure Stephen, I’d be happy to help you with that. So which room do you have in mind? Stephen: Actually, I gotta tell you first. I’m super busy so haven’t been able to browse through your website so I don’t really know the rooms you have right now. But I could give you my requirements then you suggest the best rooms for me. Could we do that? STEP 4: Candace: Absolutely! What do you need? Stephen: So there are 4 of us… including me. And we need something with a WiFi and maybe a swimming pool. STEP 4: Candace: Got it. Will you four be staying in one room or separate rooms? Stephen: Oh, sorry I forgot to tell you. That would be separate, cause you see, we’re two couples and we would need two rooms. STEP 5: Candace: I see. So in that case, I recommend two DELUXE KINGs. It has a king-sized bed that fits two people, a WIFI, an access to a swimming pool, and free lunch and breakfast. All these for $200 each, which is $400 for 2 rooms. How does that sound? Stephen: Oooh…. That’s a bit too much. That’s a bit expensive. Actually, do you maybe have something more affordable than that? Now that I think about it, I remember there’s a beach close to your hotel so we’ll probably just take a trip there so you can take out the swimming pool. Is that possible? STEP 5: Candace: Sure. Let me see. So, if you want to take out the swimming pool and just have the WIFI, then we certainly have a room for that which is the CLASSIC KING for $125 each, which is only $250 for two rooms as opposed to $400. You’re still gonna get the king-sized bed and the WIFI. But I have to tell you, Stephen, aside from having no swimming pool, you will also only get a free breakfast instead of lunch and breakfast. Is that okay with you? Stephen: Perfect, perfect Candace. That’s exactly what we need. We’ll be having lunch at the beach anyway so we won’t be eating at the hotel. So 2 CLASSIC KING it is! So do you need my credit card number? Stephen: Okay cool. You can send it to stephen_182@gmail.com. Candace: How do you spell Stephen? Is that Steven with a V or a Stephen with a P? Stephen: With a P. Candace: Thank you… So just to make sure, that is S for Sierra, T for tango, E for echo, P for Peter, H for hotel, E for echo, N for Nancy, underscore 182@gmail.com. Is that correct? Stephen: Yep, that’s correct. Candace: Perfect! So just to recap you will be booking two CLASSIC KING rooms this August 18th, 2020. And the total amount is $250.00. Are all of these correct? Candace: Thank you. So after this call, Stephen, you should receive an email from booking@calihotel.com. In that email, is a secure link that you can click where you can enter your full name and card info. I also wanna remind you not to click any email that is NOT from booking@calihotel.com. We only take payments through this one email. Alright? Stephen: Gotcha. STEP 6: Candace: Is there anything else that I can help you with today? Stephen: Nope. You’ve been very helpful Candace. Thank you so much! STEP 7: Candace: You are most welcome Stephen! Thank you for calling Hotel California. Have a great day! Stephen: Have a great day Candace. Bye!

STEP 1: Agent: Hi. Thank you for calling PowerUp Company. This is Candace. How may I help you? Caller: Hi Candace. So… I’m calling because you guys overcharged me. My subscription to you guys is supposed to be a flat-rate fee of $30.00 per month. But for some reason, I am seeing a $33.00 on my paper bill for the month of July. So… I don’t know what’s going on. I would really appreciate an explanation on this. STEP 2 & 3: Agent: Sure, I’ll be happy to pull up your account now and check the billing details for you. Can I have your account number together with your first and last name? Caller: Sure, it’s 12345. And my full name is Joan Williams. STEP 4: Agent: Thank you, Joan. Just give me a few seconds to pull up your account. It was for the month of July this year, right? July 2020? Caller: That’s right! STEP 5: Agent: Okay, let me see that… Okay, I have your account pulled up now and I’m only seeing a $30.00 charge for the month of July this year. Could you recheck your bill and review the amount? (STEP 4 repeated) Caller: No, that can’t be right. I am literally holding my bill right now, and it says July, and it says $33.00 in big, bold letters. So maybe the charge was moved to June or August? I don’t know. All I know is that you’re overcharging me. And it’s written on my paper bill. STEP 5: Agent: Yes, Joan. I also checked your other months’ charges this year from January to July 2020 And for all of these months, you were only charged $30.00 each. Let me just check further though… your last year… Oh, although I am seeing a $33.00 charge here but this was way back last year in July 2019. Would you mind checking the year of the billing paper you’re holding right now? Customer: Oh! Oh my god. Candace, I am so sorry to have wasted your time. I really thought this was a recent bill! Agent: No, don’t worry about it, Joan. You’re fine. Customer: This bill was literally on my table this morning. I must have dropped it when I was throwing garbage this morning. So embarrassing. My bad. Agent: Oh, no problem. It happens… I mean it happens to all of us, you know. Customer: I know right! Anyway, Candace. I won’t waste any more of your time and thank you so much for your patience. STEP 6: Agent: You’re welcome, Joan. Is there anything else that I can help you with today, maybe? Customer: No, that’s all Candace. I won’t waste any more of your time. Have a good one! STEP 7: Agent: Have a good one, Joan. Thank you for calling PowerUp. Bye! Customer: Bye, CandacE.