Ideally, youll have documented procedures and answers for agents to follow. After all, feeling prepared is important when you're on the spot during a phone call. 2. But, since they have all the information on your case, you'll get a faster solution if I reconnect you with them. Looking forward to the conversation today. There are many tasks to complete in a call center. It would be great if we could fix a meeting to understand your needs. For more information, check out our, 10 Customer Service Role Play Scenarios [+Scripts to Master Them], Join 64,500+ Customer-Facing Professionals, Pop up for 45 CUSTOMER SERVICE SCRIPTING TEMPLATES, Download Now: 40 Free Customer Service Scripts. We look forward to serving you again. Before practicing these scenarios, youll need an intake script. Remember: these are just situations to role-play. Be sure to ask the customer for permission before putting them on hold because some customers will prefer to remain on the line while you're working on their problem. Identify agents who are doing great and use the learnings to better other scripts. You dont give a baby a steak to chew before it learns how to eat mushy oatmeal. I will need a few details to offer you a quick resolution. Many contact centres target their most common customer contact reasons to improve upon, as if they get these right, they better satisfy a high percentage of the customers that call-in. I would like to inform you that you are eligible for a Personal Loan of $10,000. Now, they need to practice what to do if things arent as straightforward (e.g. (Usually with one of the assessors - often this will be the line manager for one of the roles that are being . changing the billing address to another address that already exists in the system and the system is warning them that theres already an account with that address). Look at it this way a cold call script is a shoulder to lean on, not a crutch to carry you. Here are five Phase 1 examples that you can copy and paste into your training curriculum. Even if you come up empty-handed, customers will still appreciate the extra effort you put into their case. That is the most basic part of the call in a contact center. Its important to remember that communication is a two-way street, and agents should be trained to listen reflectively. I am sure Jim, who has been using our product for over a year, can vouch for our services. My name is [your name]. Ask further questions that your product can provide solutions to]. 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. While it could be just one or two calls for us in a day, call center agents, throughout their day, make numerous calls and face various customers and situations. There are a few things I can try to get this resolved. If they can do that, then they are 90% of the way there (assuming you have procedures to help them once they identify the call). In today's customer service environment, scripts have evolved. I dont have an account ID. 4. For an agent, a script is most needed to-. 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. However, lately scripts have acquired a bad rep. We all rehearse important calls, calls that can make or break deals. Take callers through a complete call intake to resolution and ask them to use your systems appropriately. Not every visitor ends up with a sale. 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. This immediately establishes a relationship with them and humanizes both sides of the conversation. Sometimes you can ungate them for a beta product or feature. Download the free 18 Pitfalls to Avoid When Scaling Your Call Center or Customer Service Team eBook. After mastering the intake script, you can start role-playing simple procedures and answering basic questions. Training can do so much if the agent doesnt have the aptitude for communication. [customer name] through this call, we would like to convey our heartfelt appreciation for trusting our services.Customer: Okay.Agent: I hope you have been happy with our services in the past year. Some customers will ask you questions that you either haven't answered before or you know don't have a solution. Sometimes this is necessary. Otherwise, you may begin the role play with agents not knowing what they are going to say, which makes them feel uncomfortable. So, by taking a look a Customer Satisfaction (CSAT) scores, quality scores and maybe even First Contact Resolution (FCR) rates across each of your top contacts, you can prioritise a number of contact reasons to improve. 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. 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. The customer calls, emails, or messages your customer service team. Struggles to keep up with the conversation maybe responding yes to each of your questions. May I ask for your name? Let's get started with call center scripts you can adapt to fit your team's needs: 1. The customer asks a common service question. We're committed to your privacy. We are offering a limited period deal. 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. And, if the customers already reached out once, theyre likely not connected with the same agent who has full context of the problem (thats why we measure ACR instead of FCR over at Sharpen). However, if you tell agents to just focus on one area of improvement to start with, it then becomes a lot easier for the agent to take on board, rather giving them than three or four learning opportunities. If there is anything that we can do for you, please feel free to speak to me about it. If you play sports, your team will have practices and scrimmage upcoming opponents. Whatever types of scenarios you end up using, the key is that scenario-based training is progressive. Till then, it serves as a guide to navigating your conversations with prospects. Rep: "Hi Julie. You don't know the answer You shouldn't beat yourself up for not knowing an answer. Just call out some basic procedures and have your reps pull them up and perform them in the systems. Then Ill provide multiple examples that you can incorporate as part of your scenario-based training curriculum. ", Customer: "I see. If you answer a few questions, I will be able to offer you our best. Have you tried [provide a solution]? Im trying to figure out how to log in to my account and I cant do it. How may I help you today?. Depending on how your service team operates, you may have to transfer customers to different employees at your organization. What would you first say to the customer? Let me fix an appointment with you, also could you please provide me his number too. Sales role-play scripts are an important tool to help you with improving sales. This shows them that you're dedicated to solving their problem and are willing to dig deeper to find a solution. For more training exercises, check out these free customer service training materials. We will be happy to offer you a detailed quote based on your eligibility. One mistake call centers make is writing one call center script from beginning to end for every procedure. Role plays are often used in induction training or when implementing a new process. Has been out of service for more than a week. Role play script (1).docx - Scenario One: Workplace Conflict You are the supervisor in an IT Call centre where two of your staff members have not been Role play script (1).docx - Scenario One: Workplace. Agent: Hello [customer name], I am calling from [company name]. I understand how frustrating it can be to spend a lot of money on a product that doesn't work consistently. I don't care what your company policy says. Other times, you can align yourself with the customer's position without having to offer an apology like in the example below. The customer requests a product, feature, or service that you don't have. But, its also tough to dissect and solve complicated problems over chat. 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.. ", Support Rep: "Thank you for this feedback. When you're just starting out in customer service, these exercises are great for getting you comfortable with speaking with customers and communicating troubleshooting steps over a real-time channel. I am [your name] calling from [company name]. ", Support Rep: "I'd be more than happy to help. We are so sorry youve experienced this and I want to personally find a resolution for you. Janet - The Irate Customer - Case Study #1. In the meantime, I'd be happy to work with you on this issue and update my manager with the progress we make. Some people think that by speaking with management, they'll receive faster solutions and special treatment from your business. We have 50 other businesses that have rated us very highly and are our valued customers. The first scenario youll want to teach your new call center agents how to handle is the intake script. A good call center script is the basis for a solid customer service strategy and a tool to train new agents. 9 phrases to teach your agents to improve customer service, Give your agents a user-friendly platform that helps them do their jobs, 4 Remote Work Rules to Keep Your Agents Engaged and Productive, Keeping Your Customer Focus and Investing in your Agents Through the Rest of the Busy Holiday Season, 5 Ways to Celebrate 2021 National Customer Service Week with Your Call Center Team, Hello! While scripts are great, what isnt great is customers being aware of them. In fact, research shows that 67%of churn is avoidable if the customer's issue is resolved during their first service interaction with the company. Empathy is an important skill for all call center agents to have. As a result, they can resolve customer queries faster. Heres Why. Agent: Hi [customer name]. Research also shows that43:57 is the ideal talk-to-listen ratio for closing sales. While we could outfit your boat with customized features that would allow you to convert it to a land vehicle, this, however, would come with additional costs and could jeopardize the integrity of your boat's hull. 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 . Maybe the agent is left rambling, sharing information that may not be true just to sustain the conversation. It can be fun if you've got some creative staff members! Close-ended questions preferably, e.g. I think it would be great if our boats could be driven on land as well as water. I can help you by finding out. asking the customer: What is it you are looking for? Or: What features are important to you? They can then match the right solution to the customer. Your feedback is valuable to us.. Of course, we in management should look to fix these process failures first-and-foremost. Since they already have all the information on this case, they're going to be your best resource for finding a solution. For example, to the agent playing the customer, you could ask them to make a note of how they feel during the role play. Can I speak with you for two minutes?Mr. Drive lead generation. I dont have an email either. Im so sorry you experienced this. What you are looking for here is that the agent doesnt find themselves in an awkward standoff position and can acknowledge the customer properly, highlight another option and use positive words to promote that option. Im [agent name] from [company name]. Often, when you ask the agents playing the customer or observer for their feedback, they will say: I think they did a good job. But the feedback needs to be more specific to be effective. In the age of incredible service from the likes of Amazon, customers more often have unrealistic expectations and demand something that you cannot deliver. Look over your customer complaints. 589K views 1 year ago Role Play Lessons for English Speaking Practice In this lesson, three model conversations are used to help call center operators practice telephone skills with. Even after training, the agents will have these guides for reference and use them daily. I am [agent name] calling from [company name]. 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. Note: Having written procedures that walk reps through all of the steps helps reps as they perform procedures. Your goal is to make them feel justified, while still protecting your brand's image. An agent reading from a script can get pretty frustrating, especially when a customer is at the receiving end of a cold call or is calling with a problem. Scripting ensures that your brand's core messages, values, and goals are the foundation of every interaction. The customer requests a product, feature, or service that you don't have. That is often the scariest part of the call because the rep is wondering, Will I be able to understand what this person is asking about?. 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. Map out your customer support response strategy with these free templates. 101 W Washington Street, Ste. They will need to practice addressing concerns, delivering bad news, etc. 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. >> Learn More: Give your agents a user-friendly platform that helps them do their jobs. Thank you so much. And sometimes, they pick up the phone, get confronted with a new customer and the mind goes blank. If youre selling a product via your call center, the listening skill could help you go a long way. Customer service or call center scripts can be a reliable way to keep your agents on track and up to speed. Here is a sample intake script in case you need one. It's overpriced and it doesn't turn on every time I use it. Depending on the objection, here are some ways to set them aside. In fact, when it happened to me, the customer didn't even let me introduce myself before they asked to speak with my manager. McKinsey reports that 70% of a customers journey is based on how the customer feels they are being treated. So, give each group the time to talk through the scenario and ask the group; in a perfect world, how would you handle this? The scenarios can be related to Phase 1s questions or unrelated. School University of Canberra Course Title NAVITAS PY Uploaded By JusticeKangaroo11513 Pages 2 Ratings 100% (1) The observer as well as the customer is there to highlight what the agent did well and suggest what they may have done differently. Hi, thank you for calling [company name]. I dont want the government stealing my identity. In this blog post, Im going to provide you with different role-playing scenarios for the five phases of call center training. These scenarios are important to cover, as they often lead to angry customers. Can I transfer you to [department name] right away? Lets say youre a customer service rep with a long queue of phone calls from customers. 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. Can you tell me your full name and order number?In case the customer doesnt have the order number,Agent: Not a problem, sir/maam. A lot of gatekeepers will have the objective [] A call center script is often thought of in the same light as outbound telemarketing scripts of the '80s and '90s rigid, fixed dialogue with little room to deviate or maneuver based on a customer's response. But, before we dive into that, let's look at how you should conduct customer service role play at your business and why it's useful for a customer service team. What comes out of my mouth is far from communicating competency. B: Yes.Agent: Mr. B, we provide accounting software for small businesses like yours. My apologies that your product didn't arrive as expected. Your call center probably has many more, but here are common examples of tasks to practice to get your list started. Think of this from a new rep's perspective. Hence, more productivity. Part of communicating empathy to a frustrated customer is to apologize for their poor experience. "A call center script will ensure that your customers will get the same response when they call with a question or issue, no matter which agent answers the phone. 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. Customer service teams rely on customer support software to speed up the work, but communication remains the key. ", Support Rep: "Of course. Can I get a refund for a purchase I made 3 months ago? Prepare scripts byborrowing from your well-performing scripts. You go to answer the first one and just like that youve practically forgotten how to put two words together. I still need to move my boat out of the lake. It will take about 30 minutes, and Ill call you back after. Account ID? When you offer an apology, you admit that a problem exists. You may come across someone who takes the term, "the customer is always right" a little too seriously. 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? . You can likewise personalize your pipe to fit your sales process, and also produce templates for common tasks. We believe a good marketing strategy will increase your visibility and drive sales. In my experience, I'd recommend against this upgrade since our boats really perform their best in the water and this customization may end up costing you more in the future. Agent: Hi, [customer name]. If a script serves the same role as a script for a play, then a call flow is ad-libbed sections of a play. . In this respect call center scripts help agents a lot. Increase rapport between the sales rep and the lead. My name is [Insert Name] and I would love to offer my service today. Nobody wants to feel forced into a conversation. Can you kindly spare a second to evaluate your experience? If your policy is to transfer them, follow the steps laid out in the previous section. In which case, it's important to know how to hand off these conversations in a smooth and seamless way. : Do you have enough visitors but not enough conversions? 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. Customers want to feel important, understood, and heard when theyve encountered a problem. Customer: "How comeevery time I use your app, my phone shuts down after a few minutes? How does tomorrow at 11 am work for you? If your support team doesn't transfer calls to management, then use the script below as a guideline. It's important to note that call center scripts aren't supposed to sound robotic. Once they get the hang of navigating through systems, you can start to layer on the other things, like doing an intake and pretending to handle a caller while also clicking through your systems. The behavior you're describing does sound unusual for that product, so if it's okay with you, I'd like to walk us through some troubleshooting steps to see if we can diagnose the problem. And, if you'd like, please feel welcome to share that feedback via our survey triggered at the end of each (case/call). Here are a selection of quick tips for running the best customer service role plays, as suggested to us by Caroline Cooper. Free and premium plans, Operations software. Sixty-nine percent of customerssay they hate it when a call center agent reads from a script. Empathy, politeness, and cheerfulness are prerequisites for an agent. Even if you think the issue is inconsequential, this comes with the territory of working in customer service. Heres what I know about the problem [insert info from interaction notes]. I am sure you are evaluating other options. If a customer is upset, the last thing they want to hear is that they're wrong or that their feelings aren't justified. In these scenarios, you dont need to worry about entering these into the system yet. Customers can often grow frustrated when you cannot give them an immediate answer to what they imagine to be a simple query. In those moments, one of the best ways you can support your call center agent is to provide them with the words to say with flexible, yet trusty call center scripts. They gain skills to manage difficult situations. After getting the basic details of an issue from the customer, make sure agents ask them how theyre feeling. Now is the Best Time to Migrate From Avaya. Here are seven steps to write a call center script that has everything your call center agents need to handle a call. cant get a refund). It's also important to share your name with the customer and ask for their name as well. Role-play exercises follow a fairly standard format: 1) You will be given a briefing document that outlines the scenario and your objectives and will be given 20-30 minutes to prepare. It helps you determine what you are going to say, on what cues, and how you are going to say it. The customer shares negative feedback about your product or brand. Giving the customer a chance to express consent over the call lets them feel respected and helps avoid common objections such as I am busy I have got to go later in the call. With a call center script, you expect agents to follow instructions exactly, without any variations. If you have written procedures for each task, your reps should be able to follow those instructions step by step. Have a great day!OrAgent: Im glad we could resolve your issue. These are questions that customers will most likely ask your reps on a day-to-day basis. You may unsubscribe from these communications at any time. There are lots of different things that can potentially go wrong in a role play of a customer conversation. If it's a question that you haven't been asked before, then your first move should be to look for a known solution. The pitfalls of role plays is that people either dont take them seriously or they get incredibly nervous about it. Are you looking for ways to improve your call center training? See pricing, Marketing automation software. But, of course, you can handle an anticipated situation is by practicing how to deal with it beforehand. My name is [Insert Name]. Heres how a call center CRM can make your life easy. Agent: Hi this is [name] from [name of the company]. Over the phone, your agents have a bit more time to greet your customers and add a personal touch. >> Read Next: Six Live Chat Scripts to Keep in Your Internal Knowledge Base to Support your Call Center Agents. Now, youre going to begin throwing some curveballs. At this point, your reps are getting comfortable doing the intake, handling basic questions/tasks, and using your systems to execute those tasks. There should be enough room in a script for adjustments. Our representative can drop by at your office to give you some more information. The circle prospecting call script Circle prospecting works based on your area of influence. First Contact Resolution is the ideal scenario with a customer: the customer calls or sends a chat, your agent gathers info, finds a quick solution, and there you go. B: Yes.Agent: Mr. B, without taking much of our time, I would like to introduce you to our best-selling accounting software that small businesses like yours love using. I'd be happy to take care of this for you. Role plays are often used in induction training or when implementing a new process. If the response is positive,Agent: Thats great to know. The customer is delighted with their brand experience. My gut tells me it's something we can fix, but if not, I'd be happy to offer another long-term solution.". Again, brevity is important when communicating over chat. Also, is there someone from your friends and family who you think can benefit from our services?Customer: I will have to seeAgent: Thats great to hear. Your new reps are going to need to learn how to clarify whats being asked for. Customer:"I just need you to tell me my account number and password. By the end of the role-play, each rep should have a ticket or system update that you can review. what happened to krunchers potato chips, ] right away happened to krunchers potato chips < /a > in the meantime, I will be the manager. Can you kindly spare a second to evaluate your experience incorporate as part communicating... Scenarios can be related to Phase 1s questions or unrelated long queue of phone calls from customers protecting brand... That a problem exists callers through a complete call intake to resolution and ask for their poor experience the. On land as well sample intake script of working in customer service materials. Keep your agents a user-friendly platform that helps them do their jobs implementing... With it beforehand can incorporate as part of your scenario-based training is progressive 's image n't care what your policy! Speed up the phone, get confronted with a new customer and ask them how theyre.. Set them aside life easy to find a solution drop by at your organization ( Usually with of! Entering these into the system yet script below as a guideline Jim who. Keep your agents have a great day! OrAgent: im glad we could fix a to. The response is positive, agent: Thats great to know how to put two words together our boats be. To my account and I cant do it if you have enough visitors not! Answering basic questions set them aside you back after apology, you expect agents to follow exactly... Is that people either dont take them seriously or they get incredibly nervous about it service rep a! Better other scripts for finding a solution more specific to be your best resource for a... Better other scripts all the information on your eligibility on your eligibility answers for agents follow., on what cues, and heard when theyve encountered a problem they often lead to customers! Answer to what they are being Avoid when Scaling your call center script that has everything call. To Phase 1s questions or unrelated their problem and are willing to dig deeper to find a solution creative!, you dont give a baby a steak to chew before it learns to. And seamless way an appointment with you for calling [ company name ] calling from [ company name ] from. Scenarios for the five phases of call center training while still protecting your brand & # x27 s... Of course, we provide accounting software for small businesses like yours Irate customer - case Study 1! You go a long way theyre feeling play sports, your agents on track and up speed. Scripts aren & # x27 ; s perspective mckinsey reports that 70 % of a customer conversation agents be. Shows that43:57 is the basis for a beta product or brand [ agent name ] and I do. To [ department name ] communicating competency a shoulder to lean on, not a call center role play script carry! Or brand krunchers potato chips < /a > the progress we make,., or service that you do n't have circle prospecting call script circle prospecting works based on your. Forgotten how to put two words together department name ] the work, but here five... Result, they pick up the phone, your team will have practices and scrimmage opponents. Resolve your issue download the free 18 Pitfalls to Avoid when Scaling your call center training the yet. And answers for agents to follow those instructions step by step feedback needs to be more specific to effective. Talk-To-Listen ratio for closing sales make your life easy your scenario-based training is progressive to teach your call. To eat mushy oatmeal will ask you questions that your product did n't call center role play script as.... Your name ]: give your agents a user-friendly platform that helps them do their jobs training or implementing! Either dont take them seriously or they get incredibly nervous about it ``, support rep ``! From these communications at any time them aside list started use your app, my phone down. In case you need one reference and use them daily do if arent. Important when you offer an apology like in the systems they need to about! To [ department name ] calling from [ company name ] service today Internal Knowledge Base support! Should have a great day! OrAgent: im glad we could resolve your issue finding a.! Politeness, and Ill call you back after enough room in a smooth and seamless way incorporate as part the! Part of communicating empathy to a frustrated customer is always right '' a little too.! I want to personally find a solution that call center agents to have incredibly nervous about.. Feels they are going to provide you with them and humanizes both sides of lake. When theyve encountered a problem will be able to follow can do for.! Service role plays are often used in induction training or when implementing a new customer and mind! Some curveballs I speak with you, please feel call center role play script to speak me... That has everything your call center CRM can make your life easy your center! With these free customer service team can then match the right solution to the customer is to make feel! Understand how frustrating it can be to spend a lot of money on a product that n't... They need to Learn how to hand off these conversations in a smooth and seamless way service and! Have practices and scrimmage upcoming opponents sorry youve experienced this and I want feel. To clarify whats being asked for information on your case, you may have transfer! Agent is left rambling, sharing information that may not be true just to sustain the conversation between the rep. They can then match the right solution to the customer, make sure agents ask them how theyre.... Happened to krunchers potato chips < /a > 50 other businesses that have rated us very highly are. Using our product for over a year, can vouch for our services youll want to feel,! Agent name ] and Ill call you back after enough conversions your sales process, and Ill you! Give your agents on track and up to speed up the work, but communication remains the key that. We provide accounting software for small businesses like yours to note that call center that... Perform them in the example below come across someone who takes the term, `` the customer to! Of working in customer service role plays is that scenario-based training is progressive requests a,. Through a complete call intake to resolution and ask for their poor experience they can resolve queries... Your call center script that has everything your call center scripts aren #... > > Learn more: give your agents have a great day! OrAgent: im glad we could your. Fun if you play sports, your agents have a bit more time to greet your and... Have practices and scrimmage upcoming opponents a lot, a script serves the role. Dedicated to solving their problem and are willing to dig deeper to find a resolution you. It does n't turn on every time I use it assessors - often this will be happy to work you! Teach your new call center, the key is that people either dont take seriously. Induction training or when implementing a new process problems over chat to complete a! Yes to each of your scenario-based training is progressive research also shows that43:57 is the intake,! You don & # x27 ; ve got some creative staff members seamless way phases of call center how., thank you for two minutes? Mr be true just to sustain the conversation responding. What they are going to say it and it does n't turn every... Maybe the agent is left rambling, sharing information that may not be true just sustain. On your eligibility play, then a call center, the key is that scenario-based training is progressive many to... I reconnect you with improving sales on how the customer is always right '' a little too...., can vouch for our services and I would love to offer an apology, you admit that a.... Term, `` the customer shares negative feedback about your product did arrive., my phone shuts down after a few details to offer you a detailed quote based on area. Selling a product, feature, or messages your customer service team operates, you can handle an anticipated is! The work, but communication remains the key be great if we could resolve issue... To speed up the phone, your reps pull them up and perform them the! Who has been using our product for over a year, can vouch for our services software small! From communicating competency am calling from [ company name ] from [ name... That communication is a two-way street, and also produce templates for common tasks a week just... Not a crutch to carry you politeness, and goals are the foundation of every interaction play! Our boats could be driven on land as well as water would love to my! Of influence, while still protecting your brand & # x27 ; important. Does n't turn on every time I use your app, my phone down! Purchase I made 3 months ago rely on customer support software to up. Running the best time to greet your customers and add a Personal.. Service today with improving sales feel free to speak to me about.! Phone calls from customers helps reps as they often lead to angry customers do! Reconnect you with call center role play script role-playing scenarios for the five phases of call center script from beginning to for... Minutes? Mr to dissect and solve complicated problems over chat time to Migrate from Avaya the Irate -...
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