MOCK CALL PRACTICE: No Internet Connection | Interactive Session 8

MOCK CALL PRACTICE VIDEO 8 - Common Call Type: No internet connection
NOTE UPDATED 12/31/2019: TH-cam automatically turned off the comments for this video because of the voice of the minor (NEW RULES, see COPPA). CALL starts at 1:10.
I made this "interactive" so that I'm not the only one talking about the topic. I also want to hear your input about the call and to help you learn to evaluate and assess calls. I thought it's a great preparation for you! :)
WATCH THE ENTIRE PLAYLIST HERE:
• ✅ MOCK CALL PRACTICE 🎧...
Here are the guide questions (also on pinned comment):
1. What was the customer's concern?
2. How did the agent resolve the concern/issue?
3. What did the agent do well in the call? (GEMS)
4. What can the agent improve on? (OPPORTUNITIES)
5. If you're the agent, what will you do differently?
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