Voice Role Play Simulation

• Opening Spiel: Hi! Thank you for calling Ticketmaster. I am Phil. Just in case our line gets disconnected, can I call you back on the number that you're calling from? -Yes.

• Thank you. To address you properly, may I know your name? Cx Name:

• Hi (CX NAME), how can I assist you for today? Can you please explain more why

• (ACKNOWLEDGE AND ASSURANCE) "“I completely understand how frustrating this situation can be.”/“ Thank you for your inquiry Please rest assured that I will do my best to find the assist you./“Thank you for your patience while I review the available options.” "/Thank you for raising your concern rest assured that I will find a solution for this.

• VERIFICATION: For verification purposes, can you please provide to me your order number along with your email address? (CX PROVIDE THEIR EMAIL ADDRESS)

• Thank you. I've sent a one-time passcode to your email and once you receive it, can you kindly provide it to me? (CX PROVIDE THE CODE) Thank you.

• Before Holding """Hi [Fan Name], I’ll just check the details of your order on my end. This will take about 2 minutes. May I place you on a brief hold while I review it? "

• After Hold (Return Script) "Thank you for your patience while I review the available options. "Thank you so much for patiently holding, [Fan Name]. I appreciate your patience. Here’s what I found regarding your concern… " ------------------PROCEED WITH THE ISSUE, PROBING, AND INFO GATHERING---------------------------------------------

• Issue:

• Action/Resolution:

• Recap: To wrap it up and just to make sure my notes are accurate, you called in because (reason) and I have (action), would you agree on that? You want on Date Day time venue and prefered seats at/Your booking for is on, the name of show date name time,

• IR: Aside from this one, is there anything else that I can assist you with?

• CLOSING: Perfect. Thank you for calling Ticketmaster! Once again I am Phil and have a great day! Bye for now!

Refund concern

• Hi Thanks for calling Ticketmaster, Phil speaking, how can I assist you?

• Provide the outbound call spiel: I'd be glad to assist, but before I do, if the call disconnects, is it okay if I call you back on the number you're calling from? Thank you for providing that information.

1. Ask for the order number and email address To confirm the fan's information and send an OTP we use Internal Tools

2. To verify the fan's information, we click Customer Service Tool

3. We verify first on this page is the fan's email address then we scroll down to show customer's info

4. We copy the fan's phone number and go back to customer support tool then paste the number and click Info

• Thank you before we continue, we'll need to also verify your account by sending over a one-time password to your device

1. Scroll down then On customer service tool we verify the fan's identity by clicking send code

• I have just sent you a verification code of your phone. May I have that number, please?/ I've sent over the one-time code to your phone number. Could you please provide me with code that you have received?

1. Type the one time code and verify then okay

• Thank you name for providing that information. Please give me a moment while I pull up your order.

1. The OTC can be sent before the fan is considered as unverified two times

2. To verify the fan's order we go to Service Pro

3. We open the fan's order by typing their Order Number and click Search

• Thank you for providing that information.

1. We check the Date of purchase and the warning field

2. . For a refund request, warnings for ticket transfer activity or resale purchase then scroll down To check for in the warnings and notifications field we click

3. After validating all the information we copy the event code and open Zendesk Refund Tool''

4. You get the event code and go to internal tool

5. On Zendesk click the fan symbol on the left then type the event code

6. Scroll down On fan information, review if the event is eligible for a CPR refund

7. then if the order was purchased within 24 hours click ServicePro

8. Review if the event is eligible for a refund under the 24 hour initiative

18.Check if the event is LNOO or LN Promoted in Zendesk Refund Tool

• Upon checking your account, I see that your event is eligible for a refund would you like me to proceed in refunding your tickets?/ With that I'll go ahead and perform the refund for this order

1. You go to service pro then remove flags going to flags by performing a refund, we remove the flags then uncheck mobile entry then scroll down remove the processing fee by clicking the space of count column then type 0 also remove the mail delivery fee by typing then submit

2. we reload account then cancel seats/tickets then click Select cancel and click tickets not recieved

3. Select reason then click Good Will then click to complete'

4. Next edit payment and process the refund and select all then submit payment reload account the order has been voided refunded

5. Document the refund on clicking customer info

6. Click New Agentt Comment to input the updates to the order: Fan requested refund on day of purchase. Refund approved as per 24 hour initiative. Refund issued advance fan refund recieved within 5-7 business days. then click Apply reload accounyt

• Thank you for your patience, I have completed the refund of amount to your original method of payment. Please wait for the amount to appear in your account within the next 5-7 business days, depending on your bank

1. Go to Five9 on call disposition select an option to Refund then Fan Guarantee then Refund approved 26.Type the event id then submit

• Besides this concern, is there anymore I can assist you with?
• Thank you for calling Ticketmaster. Have a great day! To identify the Event ID are TMwin TM and Internal support tool

1. Lastly end call then set disposition to call and worksheeet completed

Ticket Delivery

1. Click Ok to accept the call

• Hi Thanks for calling Ticketmaster, Phil speaking, how can I assist you?
• Sorry to hear that to address you properly can I know your name?
• I'd be glad to assist you with this, but before I do, if the call gets disconnected, is it okay if I call you back on the number you're calling from?
• For verification purposes, please provide your order number and email address.

1. Click Ticketmaster Internal Tools tab
2. Click Customer Service Tool
3. Then go to customer service tool, enter the fan's email then scroll down click the show profile screen

• I will be sending a one time code to your phone number we have on your file. Could you verify your phone number for me?

1. Click Customer Service Tool

• Thank you. Please give me a moment.

1. Copy and paste the phone number then click info
2. Scroll down to verify the fan's identity section then send code

• I have just sent you a verification code for your phone. May I have that number, please? 879213

1. Type the code then verify click okay
2. Go to servicepro then type order number click search
3. Once in you go to concert details

• Okay I have your account pulled up. Is this for the Iron Maiden concert in November?
• Thank you. One moment please while I review your order.

1. Click Delivery Delay

• Thank you for your patience, Gabriel. The Event Organizer has placed a delivery delay on your event, which is scheduled to be lifted on date. Once it's lifted you'll be able to access your tickets. Delivery delay dates may shift, so please keep checking your order online for updates.
• You called today because your are able to view the order in your mobile account, but unable to view the barcodes. Is that correct?

1. Take note of the event code EFD1116 then click either from the pop up
2. Click Customer info tab then due to fake print flag you will recieve a pop up that the tickets have been printed. click ok
3. On the new agent comment box, Fan is able to view order in account but cannot view mobile barcodes. Adv of delivery delay until date at time then click apply reload account
4. Go to five9 and select an option on Call Despositon select Ticket Delivery then Mobile Delivery as the disposition then Delivery Delay and Question about not seeing QR or barcose
5. Type Event ID then submit

• Thank you for your patience, Is there anything else I can do to assist you today?
• Okay. Thank you for calling Ticketmaster and have a great day

1. Set Desposition to Call and Worksheet Completed.

Accepting call click ok of voice interaction (inbound)

Hi, thanks for calling ticketmaster, how can I assist you? Provide outbound call by saying I'd be glad to assist, but before I do, if the call disconnects, is it okay If I call you back on the number you're calling from? Thank you! May I have your name, please? Thank you. May I have your order number and email address? After gathering the fan's details, assist the fan with exchange as they are already verified

The article you use is the checklist for exchanges then inform the fan that the exchange requires an exchange fee and they need to pay the difference of the new seats and cost of the original seats.

To process this exchange, you are required to pay an exchange fee of 10 US dollars per ticket and the difference between the new seats and the cost of the original seats. Would you allow me to proceed? Switch to TM Win

Click Tools Then Opcode Management And click Code In Next Select All then click OK Then type Opcode username and password then ok To start the exchange and upgrade process you go to servicepro and review the order

Then you type the Order number then search

scroll down to view information below then look the face value of the current tickets New tickets must have equal or higher value compared to the face value of the old tickets

Go to TMWin and add the new tickets requested by the fan ** NEXT (DAL) ?? SA ** ACCOUNT NUMBER ?? 2 DIGITS - 5 DIGITD/ MARKET

** NEXT (DAL) ?? SA SELL ** SELL ORDER (DAL) EVENT CODE Event Details and Ticket Type ** SELL ORDER (DAL)

** CONFIRM & TYPE "ACCN" ?? ACCN To skip the cancel or alternate payment method prompt you press Enter

** ACCOUNT PAYMENT METHOD ??

** ACCOUNT NUMBER ?? LA

To skip this prompt and proceed to the NEXT prompt you press on your keyboard twice is Escape

** NEXT (DAL) ?? SA

** ACCOUNT NUMBER ?? SA; LA

After adding the new tickets, Cancel the old tickets in ServicePro

Refresh account Click Cancel and Ticket details then click Recieved

Select Reason then Good Will then click to complete reload account

Add the exchange fee on TMwin

Then Escape twice to proceed SELL prompt

** NEXT (DAL) ?? SA;LA

When you confirm the tickets were canceled it's ##VOID##

** NEXT (DAL) ?? SELL

** SELL ORDER ( DAL) ?? ECHNG24

** SELL ORDER ( DAL) ?? J2

** CONFIRM & TYPE "ACCN" ?? ACCN

Press enter to cancel or alternate payment method

** ACCOUNT PAYMENT METHOD ??

** ACCOUNT NUMBER ?? LA

** EVENT PRESENT OR NOT PRESENT ?? CONTINUE ?? YES

Press escape twice to skip this prompt and return to the next prompt

** NEXT (DAL) ?? SA;LA

You validate that the exchange fee has been added by event code

After adding the exchange fee go to servicepro and process the payment

Refresh the account then click payment edit payment select all then submit payment reload the account go back to order detail

Add notations in ServicePro click Customer Info then add notation Respond to the fan providing recap of interaction

To make sure my notes are accurate, you called today because you are looking to change your seat location and I have processed the exchange. Would you agree with that? Click Apply click five 9 complete documentation on Agent Desktop I'm glad I was able to assist you with your exchange

Select an option then Event ID

Thank you for calling Ticketmastert have a great day