they do a role play between agent and the customer were by the customer call asking for assistance from you maybe wanting assistance with the airtime that depleted add they don't know were it went you will have to start by asking the customer security check questions and if they pass you will continue to open their information on the system to see were did their go then wants you find the problem you tell the customer and provide a solution on how they prevent that from happening again then you ask the customer if the is anything they need assistance with if not you will thank the customer for calling and end the call