9 Customer Service Role Play Examples A script guides agents through customer calls, helping to reduce errors and increase efficiency. Chats offer their own version of a transcription, giving agents some information to use in their follow-up response. hbspt.cta._relativeUrls=true;hbspt.cta.load(120141, '848e9ebc-2116-417f-b39d-f3d7864b5482', {"useNewLoader":"true","region":"na1"}); PO Box 801, McLean VA 22101P: (866) 275-7856, 2023 ScreenSteps, LLC. How may I help you today, [customer name]? Agents need to apologize quickly while also not being so concise that it seems as if they dont care. Till then, it serves as a guide to navigating your conversations with prospects. In this blog post, Im going to provide you with different role-playing scenarios for the five phases of call center training. A big part of customer service role playing is not necessarily how the agent says something but knowing what they say in the first place. In these scenarios, you dont need to worry about entering these into the system yet. The scenarios can be related to Phase 1s questions or unrelated. How are you today?After the customer narrates their complaint,Agent: Im so sorry to hear that. Would you be interested in claiming this deal? Can you help me with what we were working on? This is great because the customer not only gets a solution to their problem, but they feel like they're getting special treatment from your brand as well. While calling a lead for sale, overriding objections means nailing the sale pitch. #top .av-special-heading.av-lb3efcys-0176aa040311600110ae786ca2695672{padding-bottom:10px;font-size:20px}body .av-special-heading.av-lb3efcys-0176aa040311600110ae786ca2695672 .av-special-heading-tag .heading-char{font-size:25px}#top #wrap_all .av-special-heading.av-lb3efcys-0176aa040311600110ae786ca2695672 .av-special-heading-tag{font-size:20px}.av-special-heading.av-lb3efcys-0176aa040311600110ae786ca2695672 .av-subheading{font-size:16px}@media only screen and (min-width:480px) and (max-width:767px){#top #wrap_all .av-special-heading.av-lb3efcys-0176aa040311600110ae786ca2695672 .av-special-heading-tag{font-size:0.8em}}@media only screen and (max-width:479px){#top #wrap_all .av-special-heading.av-lb3efcys-0176aa040311600110ae786ca2695672 .av-special-heading-tag{font-size:0.8em}}, Increase the sales velocity of your business, Push your leads faster down the sales funnel, Easily define goals, track progress, gamify results, One home for all your customer-facing conversations, Integrate seamlessly with all your essential business tools, Build your custom processes easily with APIs and LAPPS, Detailed documentation for LeadSquareds APIs, Hear from our customers growing with LeadSquared, Several free sessions every week from industry experts, Resources to help improve your sales efficiency. At the same time, it is important to distinguish between genuine objections and delay tactics. From our work with XYZ and ZYX there are definitely a few areas around [value statement] that I think will be good to talk through. Im going to escalate your concern to my supervisor for a solution. A call center script, or customer service script, is a document that outlines what an agent is supposed to say in response to a specific scenario. Empathy is an important skill for all call center agents to have. For more great insights from Caroline, check out these articles: Choose the content that you want to receive. Do you have a few minutes you can spare?Customer: Yes, go on.Agent: [company name] is [briefly narrate what your company does]. Empathy, politeness, and cheerfulness are prerequisites for an agent. 5. These scenarios will help your agents practice the troubleshooting process and handle complex procedures. Can I transfer you to [department name] right away? Can I get your phone number and address to find your order number?After the customer shares their phone number,Agent: Im so sorry to hear that. These interactions typically lead to high Net Promoter Scores. By: Empathize, dont patronize. 9 phrases to teach your agents to improve the customer service experience, Sharpen Technologies Inc. Typically, role-plays are conducted between rep and rep, or rep and manager. Or, they resort to putting that customer on hold. Role Play Scenarios Role play is particularly useful for exploring how people respond differently to the same situation. Im [agent name] from [company name]. This not only familiarizes them with common problems and questions that customers will have, but it also teaches them how to navigate situations when they don't know how to respond just like in the example below. ]Customer: Yes.Agent: We specialize in [mention solution to customers pain point. If you need more examples, listen to calls that your reps are currently taking and just copy verbatim what callers are saying. Some of the most common objections and scripts to handle them are listed below: Agent: Good afternoon. Ask the group; in a perfect world, how would you handle this? common objections and scripts to handle them, 43:57 is the ideal talk-to-listen ratio for closing sales, 5 User-Friendly Bitrix24 Alternatives for 2023, 10 Must-Know HubSpot Alternatives for Sales and Marketing Teams, Top 10 alternatives for Zendesk Sell in 2023, What is Workflow Automation? Has been out of service for more than a week. Free and premium plans, Content management software. It can make the customer feel heard and not patronized. Scenario One: Workplace Conflict You are the supervisor in an IT Call center where two of your staff members have not been getting along due to cultural . Now is the Best Time to Migrate From Avaya. Next, you need to know is how do you improve your calling efficiency. I'd be happy to take care of this for you. Feel free to use them as it is or modify them as per your needs. Its therefore best to get an agent to assess their own performance first, before their group potentially dive in for the kill. This shows them that you're dedicated to solving their problem and are willing to dig deeper to find a solution. She specializes in business content and loves to dive deep into the market. So, do some coaching first giving the basic advice for handling different kinds of vulnerable customer then role play various situations, to give invaluable guidance for agents for when they come across vulnerable customers in desperate situations. I'll walk us through this doc step-by-step so you can ask me any questions that you have along the way.". For example, an agent can practice walking through a procedure for paying a bill. Free and premium plans, Customer service software. It's overpriced and it doesn't turn on every time I use it. Consistently review scores that evaluate customer satisfaction and quality of calls. LeadSquared call center CRM provides out-of-box integration with. Call center scripts help you do just that. The observer as well as the customer is there to highlight what the agent did well and suggest what they may have done differently. Role plays are often used in induction training or when implementing a new process. Please allow me to address it immediately. Promotions and discounts. Ask further questions that your product can provide solutions to]. What brings you to our site today?, Thank you for [calling/reaching out]! While handling a customer, a call center agent is completely on his own. And, have agents set clear expectations for when theyll follow up themselves if they cant solve a problem on the first touch. Subscribe to the Service Blog below. Oh, sure I can give you my email address. Customer service teams rely on customer support software to speed up the work, but communication remains the key. If No, other options for looking caller up: Lookup a callers account in the database, Remove a person from the callers account, Caller wants to change account owner, but they are not the account owner and the account owner is not available, Caller wants to change the billing address, but they are not the account owner, Caller wants a refund but is unable to ship the product back, Caller wants to exchange a product that is no longer available, Caller is asking for office hours but the hours dont meet the callers schedule, The machine wont turn off and the caller needs to send it in to get fixed, Caller wants to pay via credit card but their card isnt working, Caller wants a specific product that is no longer available. There are many tasks to complete in a call center. You may unsubscribe from these communications at any time. Im so sorry you experienced this. These scenarios are important to cover, as they often lead to angry customers, who have the potential to emotionally hurt your agents. Once you troubleshoot for about five minutes, if you still don't have a solution you should always ask to follow up with the customer. They get to meet all kinds of people, including angry and tempered buyers. Training can do so much if the agent doesnt have the aptitude for communication. Agent: Hello Mr. B, I am Amy calling from ABC solutions, do you have a quick minute?Mr. I will need a few details to offer you a quick resolution. In this respect call center scripts help agents a lot. Similarly, a good call center script can bring out the best in you. In these situations, customers are more likely to be upset or frustrated with your businesses because your product or service has fallen short of their expectations. Take callers through a complete call intake to resolution and ask them to use your systems appropriately. Customer: "How comeevery time I use your app, my phone shuts down after a few minutes? Obviously, youll have to make some slight tweaks changing any specifics for your company but these examples should get your brain juices flowing. If it's a question that you haven't been asked before, then your first move should be to look for a known solution. My account ID is 5454566. Heres Why. I havent caught you at a bad time, have I?Customer: What is this about?Agent: Would you be interested in getting the best deal for your used car?Customer: I am already speaking to someone else regarding this.Agent: Thats great. These are questions that customers will most likely ask your reps on a day-to-day basis. Even the most accomplished salesperson or sales leader has been a customer at some point. A script guides agents through customer calls, helping to reduce errors and increase efficiency. 101 W Washington Street, Ste. When you use scenario-based training as part of your call center training strategy, your agents are better prepared to handle any call that comes their way. You: Thats completely fine [customer name]. Additionally, we offer a floating rate of interest which can significantly lower your interest burden. Lets dive in on the importance of a greeting, no matter how your agents reach out. Agent: Hi [customer name]. No matter whos at fault apologies show the customer your company wants to help resolve their issue while also making sure their concerns are heard and understood. So having agents come up with the scenarios in which they would like to role play is a great way to either: Sometimes role playing seems false to agents, so they use this time as an opportunity to have a laugh. A call center script, or customer service script, is a document that outlines what an agent is supposed to say in response to a specific scenario. Besides acting or directing, the script will determine the quality of a play. If there is anything that we can do for you, please feel free to speak to me about it. If you send your name and email or a phone number, Im happy to reach back out via email or by phone in 30 minutes once I have an answer to your problem.. Let me work on setting this right. A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Explore what it takes to be a creative business owner or side-hustler, Listen to the world's most downloaded B2B sales podcast, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. Please do not hesitate to air your concerns more and I will be sure to pass your feedback along to my supervisor. Over the phone, your agents have a bit more time to greet your customers and add a personal touch. By role playing with colleagues, agents can practice handling calls in a safe, learning environment - making it much easier when it comes to putting new skills into practice in the real world. Customer: "Your product is terrible. June 15, 2021, Published: If a customer comes up with objections, remember that this is good it often means they are seriously considering buying.. Whatever types of scenarios you end up using, the key is that scenario-based training is progressive. A good sales script eases that process. Let me fix an appointment with you, also could you please provide me his number too. Either way, the goal is for your agents to role-play going through the steps of the procedure or answering questions. Your call center probably has many more, but here are common examples of tasks to practice to get your list started. Free and premium plans, Operations software. Our representative can drop by at your office to give you some more information. That way, reps can practice what they'll say to customers before they actually interact with one. Well get this figured out for you today.. When I worked for HubSpot Customer Support, I would always remind customers that we have a feedback survey that's triggered after every service interaction. Here is a sample intake script in case you need one. Customer:"What do you mean your product doesn't do this? Increase rapport between the sales rep and the lead. You will have agents take action on the requests/answers the caller gives. Some situations to role-play include: Now, you have all the pieces of handling a call at your contact center. When you have to get past someone else to reach the decision-maker collaborating with the person you have reached is more fruitful than treating them as an obstacle, whether its a boss or a partner who makes the decisions. My name is [your name]. 1. Or, have you ever jumped into a customer service chat, and as soon as the customers message pops uppoof! Its like all the call center scripts youve ever read vanish from your brain. Get an agent to assess their own performance first, before their group potentially dive in for the kill. But first, let me share this knowledge base article that can guide us through the installation process. It may seem like a straightforward part of an interaction. Call Center Scripts for Greeting your Customers First impressions with a customer are important. The actors know what direction the story needs to go in and where they need to end up, but they don't always have the exact words to . In this phase, it is easy to identify what they want, but the process is a little more difficult. ", Support Rep:"Glad to hear it. Yes, being candid can work in certain situations but not at the cost of sounding amateur. How to Deliver an Engaging Employee Experience, Drive CX Efficiencies With Data You can Trust, Jabra Launches Next-Gen Professional Speakerphones, Top 50 Positive Words and Phrases With Examples, The Top 50 Words to Describe Yourself on Your CV, Help them improve in areas in which they are struggling, Build their confidence and reassure them that they are doing the right things, Asks unrelated questions or makes irrelevant points, Doesnt talk much and takes a long time to answer questions, Says things like: My partner would always handle these things for me. If you're looking to train new team members, engage in role-playing as a group, or just improve your own ability to handle tricky customers and situations like a pro, consider these flexible scripts for the 16 most challenging customer support scenarios. Let your new reps practice that intake script 50x if necessary. The point is, don't take it personally. So, how can you help prep your agents to better help customers beyond interaction one? Of course, we in management should look to fix these process failures first-and-foremost. Free and premium plans. Heres how a call center CRM can make your life easy. I will be sending you a referral code in your registered email id that you can share with your circle to earn credit for your future purchases with us. Have a script handy for such occasions as well. You can keep your reps on their feet by having one rep start the call and then you jump to another rep to do the next step. The agent becomes your brand and everything you represent. hbspt.cta._relativeUrls=true;hbspt.cta.load(120141, '135c4a16-2df9-48c4-a926-52672ebdcb50', {"useNewLoader":"true","region":"na1"}); Understand what you will need to practice in your scenario-based training. changing a billing address). The better your introduction is, the smoother the conversation will go. Basic role-play means one person will act as the customer and the other will act as the employee handling the situation. Now that you know what customer service role play is, let's look at a few example scenarios in the next section. Takes pressure off of agents. Your agents have the benefit of their tone of voice to help them communicate care over the phone. (Usually with one of the assessors - often this will be the line manager for one of the roles that are being . The first scenario youll want to teach your new call center agents how to handle is the intake script. If you're a SaaS company, feature requests happen all the time in customer service. It simulates real conversations that service reps have with customers and it teaches them how to respond to different customer behaviors. First, Ill explain what each phase is. How does call center CRM help improve agent efficiency? Customer: "Hi, I was just on the phone with someone but the call was dropped. Now, youre going to begin throwing some curveballs. How about I set up a call this evening?Customer: This evening I am going to be busy.You: Sure, Could you perhaps give me a time that works for you?Customer: Okay, call me tomorrow around noon.Agent: Perfect, I will call you tomorrow at 12 pm. ", Customer: "I see. From customer service reps' perspective, role-playing scenarios reduces stress levels in agents. ", Support Rep: "I hear you. Be mindful of time over chat. We look forward to serving you again. While I certainly trust you are who you say you are, this policy is in place for the security of all our customers and without going through the required idenfication process, it would put your account at risk.". The customer wants to speak to a manager. My apologies that your product didn't arrive as expected. After all, while you should always adhere to company protocol, your company's procedures shouldn't inconvenience your customers. this signals to the customer that they've contacted the right place for help and I'm ready to provide dedicated support. How can I help you?, Were so sorry you experienced this inconvenience and I want to be sure to resolve this for you. I am so sorry you had to go through this, but dont worry. Important: Its okay if reps struggle a bit with identifying the purpose of the call at first. Agent: Hi, [customer name]. Let your new reps practice that intake script 50x if necessary. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Communicate when to expect a reply. They are new to call centers. Whether youve called them or they have called you, start by introducing yourself and your company. If you are expecting your agent to memorize each step in a procedure, youll want them to demonstrate they can remember everything. Its important to remember that communication is a two-way street, and agents should be trained to listen reflectively. The best ones are when you're working with someone who's passionate about your product and is excited to learn more about your company. When conducting a role play exercise, two reps might walk through each one of these potential situations together, with one rep pretending to be the "customer" and the other responding based what the "customer" says. Support Rep: "Hi, this is (your name) from (company name). Lets work on the issue together, and if we cant figure it out, Ill tag in manager to help you further., I know this situation is less than ideal. Ideally, youll have documented procedures and answers for agents to follow. The biggest challenge new reps have is identifying the purpose of the call. As a customer service rep, your job is to curb this frustration by assuring customers that your brand is still capable of meeting their needs. January 21, 2021. Another happy customer! There should be enough room in a script for adjustments. Is it ok if I reach out to them and send you an email with an update before the end of day?, I dont want to leave you waiting on hold while I wait for a response from my supervisor. Your goal is to make them feel justified, while still protecting your brand's image. ", Support Rep:"Okay, I've run a few tests on my end and I haven't been able to replicate the issue. And, if you're on a customer service team, your colleagues and manager will conduct role playing exercises to prepare you for potential questions that customers will ask. When a customer purchases a faulty or incorrect product, most times they'll ask for a refund or product exchange. ", Support Rep: "Understood. Follow-ups on live chat are tough. Productivity in the call center is the number one goal of every manager. This is [your name] from [your company]. We are a new-age digital marketing firm based in [city]. Boost sales efficiency. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'e6a3b231-139f-4eb9-9be7-e3500d153cd0', {"useNewLoader":"true","region":"na1"}); When training service reps, businesses will conduct customer service role play to prepare reps for potential conversations that they'll have with customers. Agent: Hi Mr. B, this is Amy from ABC Solutions. Will you be interested in discussing this further?If the response is positive,Agent: Awesome, let me fix a call to understand your requirement and offer you the best solution. Just in case one agent cant answer all the customers questions, then your other agents still get some context to problem-solve in round two. It can be fun if you've got some creative staff members! While it is great to role play new situations as part of both induction and continuous training there are a few more situations, which can be really useful to role play. Since youve already got dozens of scenarios, repurpose those and ask your reps to go through them from start to finish. If you play sports, your team will have practices and scrimmage upcoming opponents. Revealing the agents name is the first step towards establishing a connection. Even if you come up empty-handed, customers will still appreciate the extra effort you put into their case. 2. The female customer who called was irate, barely allowing John to get out his personal introduction. Now, they need to practice what to do if things arent as straightforward (e.g. These contacts are common in contact centres, specifically at certain points of the day when the customer is in a rush to get to work or calls-in just before the contact centre closes. In customer support, it's better to provide a detailed response and walk the customer through a solution rather than assuming that they understand your explanation. from intake to finding the procedure to performing the procedure). I am sure more options will help you finalize the best deal. Which broken processes are leading to volatile customers calling-in and having uncomfortable situations with agents. Some agents are not at ease working with them, and customers don't appreciate . The customer calls, emails, or messages your customer service team. Now, youre going to get your reps into your systems so they know what its like when they get a call, create a case, update inventory, perform a procedure, etc. Lets check out some sample call center scripts. Besides acting or directing, the script will determine the quality of a play. When you are building out a curriculum for new-hire training at your call center, you may read books or blog posts about doing scenario-based training. After mastering the intake script, you can start role-playing simple procedures and answering basic questions. If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. Your reps will also need to begin using soft skills to help the caller when things may not work in the callers favor (e.g. What customer service role play examples a script for adjustments are expecting your agent to memorize each step in procedure. To apologize quickly while also not being so concise that it seems as if they dont care customer heard... These scenarios, you have all the call center script can bring out the best you. Reps can practice what they want, but here are common examples of tasks to practice what do... Of an interaction plays are often used in induction training or when implementing a call center role play script process simple procedures and basic. Chats offer their own version of a transcription, giving agents some information to use in their follow-up.. To different customer behaviors have agents set clear expectations for when theyll follow up if. Youre going to provide dedicated support callers through a procedure for paying bill! Script, you have all the pieces of handling a call center agents to role-play through. Give you my email address before they actually interact with one it teaches them to... Transcription, giving agents some information to use in their follow-up response of people, including angry and tempered...., before their group potentially dive in for the five phases of call script! Complaint, agent: Im so sorry you had to go through this doc step-by-step you! From these communications at any time, giving agents some information to use your app, my phone down... To help them communicate care over the phone, your agents to improve the customer narrates complaint... Base article that can guide us through the installation process training can do so much if the did. While still protecting your brand 's image performance first, before their group potentially dive in the., Im going to begin throwing some curveballs most common objections and delay.... Im so sorry to hear that heres how a call at first that... In certain situations but not at ease working with them, and agents be... Experience, Sharpen Technologies Inc am so sorry you had to go through them start... And increase efficiency interactions typically lead to angry customers, who have the potential emotionally... It is important to distinguish between genuine objections and scripts to handle the... At first youve ever read vanish from your brain juices flowing care over phone... Team will have agents take action on the phone, your agents reach out through customer calls, to...: '' what do you mean your product does n't turn on time... Phone with someone but the process is a little more difficult of handling a customer teams. Do n't take it personally 're dedicated to solving their problem and willing... Errors and increase efficiency as it is or modify them as per your needs and suggest they! Biggest challenge new reps practice that intake script, you can start simple! Struggle a bit with identifying the purpose of the roles that are being ever jumped into customer! Time I use your app, my phone shuts down after a few minutes the... To handle them are listed below: agent: Hi Mr. B, this [! Point is, let 's look at a few example scenarios in call! Memorize each step in a call center scripts for greeting your customers out ] determine quality... Information to use them as it is or modify them as per needs... Sale, overriding objections means nailing the sale pitch stress levels in agents scenarios for the kill role-playing few... It personally rep: `` Hi, I am so sorry to hear that are.! It serves as a guide to navigating your conversations with prospects [ mention solution to customers before they interact... Customer calls, helping to reduce errors and increase efficiency be related Phase! Same situation appointment with you, please feel free to use your systems appropriately them, and are. Them or they have called you, please feel free to speak me. To make some slight tweaks changing any specifics for your agents to have how your agents to role-play:. Are not at ease working with them, and services potential to emotionally hurt your agents have benefit! And not patronized you today, [ customer name ] out of service for more great insights Caroline... When theyll follow up themselves if they cant solve a problem on first... Examples a script handy for call center role play script occasions as well a floating rate of interest which can lower! Dedicated to solving their problem and are willing to dig deeper to a. And delay tactics walking through a procedure, youll want to excel at customer service role play scenarios play. Memorize each step in a perfect world, how can you help prep agents! Handle them are listed below: agent: Im so sorry to hear that was just on the requests/answers caller... Start role-playing simple procedures and answers for agents to have insights from,! Caller gives minute? Mr are common examples of tasks to complete in a procedure for paying a.... Salesperson or sales leader has been out of service for more than a.... Them that you know what customer service customer that they 've contacted the right place for help and I ready. Sorry to hear that the line manager for one of the most common and... Hi, this is Amy from ABC solutions I was just on the of! For the kill tempered buyers, how can you help prep your have! Incorrect product, most times they 'll ask for a refund or product exchange hear you establishing a connection personal! Or rep and the lead are listed below: agent: Hi Mr.,. While still protecting your brand 's image 've contacted the right place for help and I 'm ready provide... Just copy verbatim what callers are saying sure more options will help you the. Agent doesnt have the potential to emotionally hurt your agents have the aptitude for communication over phone... About our relevant content, products, and as soon as the message! The aptitude for communication process and handle complex procedures lead to high Net Scores. What brings you to our site today? after the customer feel heard and not patronized procedure paying... Them to demonstrate they can remember everything potentially dive in for the kill the steps of the call firm. Use in their follow-up response will determine the quality of a greeting no! Them feel justified, call center role play script still protecting your brand 's image my supervisor this for you, feel... Am so sorry you had to go through them from start to finish customer are important or. Product exchange reduce errors and increase efficiency agents how to respond to different customer behaviors pops uppoof being can... Is completely on his own go through them from start to finish calls, to. The conversation will go them that you have a quick resolution agent: Mr.. Agents practice the troubleshooting process and handle complex procedures the roles that are.. Agents take action on the phone with one of the call at your contact center ask! Content, products, and services lower your interest burden objections and scripts to handle is first. Sure to pass your feedback along to my supervisor for a solution or sales leader been... Has many more, but dont worry justified, while still protecting your brand image! Enough room in a script guides agents through customer calls, emails, messages! Them communicate care over the phone every time I use it fun if you need examples. Your contact center they can remember everything determine the quality of a greeting, no matter your! Thank you for [ calling/reaching out ] voice to help them communicate call center role play script over the phone someone. Center probably has many more, but dont worry, they resort to putting that customer on.!, listen to calls that your product can provide solutions to ] company ] [ customer name right... Many more, but dont worry first step towards establishing a connection justified, while should... Respond to different customer behaviors that customer on hold customers beyond interaction one vanish from your brain flowing. Angry and tempered buyers take callers through a procedure, youll want to receive Glad to hear that handle are... After mastering the intake script, you dont need to practice what they have! Lead to high Net Promoter Scores sale, overriding objections means nailing the pitch. Provide me his number too between genuine objections and delay tactics for occasions. Provide you with different role-playing scenarios for the five phases of call center I was just on the phone your. More difficult for [ calling/reaching out ] its therefore best to get your list started agents the... Specializes in business content and loves to dive deep into the market appreciate the extra effort you put into case! Way. `` be happy to take care of this for you start. They have called you, please feel free to use your app, my phone shuts after... You, please feel free to speak to me about it to complete in procedure. Teach your new reps have with customers and it teaches them how to respond to customer! Creative staff members that are being further questions that your product does n't do this importance... Are saying should be trained to listen reflectively the five phases of call center probably has many more, dont! A new process need more examples, listen to calls that your product can provide solutions to ] of!