Role Play with Destiny

1. Agent: Thank you for calling Destiny Bank Services. This is Samuel Jordan. How can I assist you with today? 2. Customer: Yes, uh...am I speaking to a real person now? 3. Agent: Yes, Ma'am. 4. Customer: Ah, okay. What was your name again? I am sorry that I was not able to get your name. I have very noisy surroundings here. 5. Agent: No worries. My name is Samuel Jordan. How can I help you with today? 6. Customer: Thank you, Samuel. Uh., I recently made a payment online using my credit card. Let us say 4 hours ago. Then, when I checked my transaction details, it showed that I got two deductions. I am sure that I only have one transaction for today. Now, I want to get a refund for that second deduction. 7. Agent: I will be more than happy to assist you Ma'am. Let me pull-out your account real quick. I need the name and the credit card number that you are calling about. 8. Customer: Okay, uh.,.It's my credit card. The account name is Nathalie Walker. 9. Agent: Thank you, Nathalie. Can I have the credit card number that you are calling about? 10. Customer: Yes, it's 5105-1051-2635-1442. 11. Agent: Can I have it one more time? 12. Customer: Sure, it's 5105-1051-2635-1442. 13. Agent: Can I have the last three digits of your Social Security Number? 14. Customer: Yup, that's 881. 15. Agent: Thank you. Please bare with me while my system is loading your account. Do you have any particular information about the name of the store or the exact time when you made your payment? 16. Customer: Yes, the date is today, July 26, 2022. The time when I made my payment was 4 hours ago, so it should show in your system that there was a payment made for Costco around 9:00am. 17. Agent: Thank you for the additional information Nathalie. You are correct that there was a payment made at Costco around 9:00am. This is the only transaction for today as we speak. 18. Customer: Yes, you are right, but how about the double deduction? Does that show in your system? 19. Agent: Yes, but this does not really deduct money from your account. Every time you make a payment, there is a transaction mirror automatically generated from the system. The report will reverse in 24 hours. So, just allow a maximum of 24 hours to erase that system-generated report reflected on your account. Aside from that, you are all good. 20. Customer: Ow, I see. Uh., I am not really into how our technology works nowadays. So, I really need to call you guys all the time. 21. Agent: We always got your back Nathalie. 22. Customer: Thank you so much Samuel. You guys are awesome! 23. Agent: It is our pleasure to serve you Nathalie. By the way, I will give you the transaction number for this call. These are the details about your concerns for today and how we resolved it. If you would like to call back within 24 hours to check the progress of this ticket, you can just give the ticket number to the Agent, so that you do not have to explain your concern. 24. Customer: That would be perfect Samuel! Alright, what is the Ticket Number? 25. Agent: The Ticket Number is 01843630. 26. Customer: Cool, I got 01843630. Is that correct? 27. Agent: Ticket Number 01843630 is correct. Is there anything that I can help you with today? 28. Customer: Nope! That would be all. Thank you so much. 29. Agent: Well then, thank you for calling Destiny Bank Services, Have a wonderful day! Bye!