Chapter 186
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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 nobody 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 assist 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 Assistance:
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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\\
...
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 nobody 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 assist 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 Assistance:
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:
Find authorized novels in Webnovel，faster updates, better experience，Please click www.webnovel.com for visiting.
(-) "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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\\\...What is the best way to pull up the account?--- By using the customer's account numberSample 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 personSample 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 nobody access their account- Account Security- Secure Transaction*Account Verification:- Last 4 digits of SSN- Date of Birth- Zip CodeSample 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 words2. Give appropriate and timely responses3. Immediate see clarification, if needed4. Use the appropriate toneProvide 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 assist 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 wordySample 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 Assistance: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 conversationSample Spiels: Find authorized novels in Webnovelfaster updates, better experiencePlease click www.webnovel.com for visiting. - "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"\\\...-END-
