Call Center Scenario Paper I need the attached document completed with the call center scenarios listed. The questions are listed in the document Name:
Date: Click to Select Date.
**Please save this document within the folder on the Desktop labeled “SMD_Writing” with
the new file name of “YourName_Date”.
Scenario #1 – A customer sends you the below email. Upon reviewing their record in the system,
you noticed that their membership has in fact expired last week and they no longer have access to
the system. Assuming you have all the tools needed to assist them with their request, draft a
response to the customer in 120 words or more.
I have been trying to go online to renew my membership, but the website is not allowing me to log in as a
member, and it will not let me change my password. My membership has not yet expired, but I know it is
coming upon for renewal soon, and I would like to renew my membership online to continue receiving my
member benefits. I have attempted to call member services, but have not been successful with connecting
to a person and am growing increasingly concerned. Please help me as soon as possible.
Draft your response in below box:
Date: Click to Select Date.
Scenario #2 – A colleague sends you the below email. As part of divisional protocol, notes must
be left in the system after each first call attempt. You remember that for this particular call, Mr.
John Smith had requested that you call him back today at 2:00 pm. Draft a response to your team
member in 100 words or more.
I was making outreach calls for the Lapsed Member Campaign for ABC Association, and in the database, I
noticed you made the first call attempt to Mr. John Smith (member ID 1234567), but did not leave a note. I
wasn’t sure how to handle the second attempt call as there are always notes provided in the system
regarding the outcome of the call after the first attempt was made. Please confirm how I should proceed
with making the second attempt call to Mr. John Smith.
Your Team Member
Draft your response in box below:
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