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What is the best way to pull up the account?
---> By using the customer"s account number
Sample Spiels:
(-) "Can I please have your account number?"
(-) "Great! May I know your first and last name?"
---> to know that you are talking to the right person
Sample Spiels:
"Oh, I am sorry. Can you please repeat it?"
***Always say Miss or Mr. Do not say, Ma"am or Sir.
*Other Account Look-Up:
(-) Phone Number
(-) Or different phone number
(-) last name, first name and zip code
(-) social security number (last 4 digits)
*Importance of Account Verification:
(-) Build customer trust -
---->Encourage n.o.body access their account
(-) Account Security
(-) Secure Transaction
*Account Verification:
(-) Last 4 digits of SSN
(-) Date of Birth
(-) Zip Code
Sample Spiels:
(-) "For security purposes, can you please verify the last four digits of your social security number?"
(-) "Can I have your date of birth?"
(-) "What about your zip code?"
When Responding:
1. Use power words
2. Give appropriate and timely responses
3. Immediate see clarification, if needed
4. Use the appropriate tone
Provide the Resolution:
1. Probe if necessary.
---> Ask fast finding questions if needed.
"Oh, how can I help you with your account?"
"I"ll be glad to a.s.sist you with your payment."
Questions be like:
"When did you make your last payment?"
"How much payment did you make?"
2. Utilize the resources
---> Provide a complete resolution
(-) Be direct to the point and be straight forward
(-) Keep it short and simple and not too wordy
Sample Spiels:
"Your current balance is $200, with a minimum payment of $27 and that will be due on 10/25/2019)."
---> Provide relevant options
"You can check your balance at [Company Credit Website]."
***Recap and Ask Further a.s.sistance:
Sample Spiels:
"Aside from checking your balance, do you have any other questions or concerns on the account?"
***Closing Spiels:
"It"s my pleasure helping you today; Thank you for calling [Company Name]. Have a great day?"
Take note:
(-) Active listening
(-) Empathy
(-) Confidence
(-) Responsiveness
(-) Ability to have conversation
Sample Spiels:
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(-) "We process payment, and it is free of charge."
(-) "Is there anything else that you want to ask about your account?"
(-) "You can check your balance when you log-in to [Company Credit Website]"
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