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When customers state their frustrations, agents need to acknowledge their statement. Although it is not necessary to write down a whole paragraph about how worried we are, we should at least apologise or state we understand.
Bad ex:
C: You’ve said I should wait 5 days, but the money did not show up. Now, you are asking for documents, are you making fun of me?
A: No, this is the procedure we follow when withdrawals are delayed.
Good ex:
A: We apologise for the delay, we understand your frustration, however, as soon as we receive the statement, we will contact providers to verify your transaction. You can rest assured that your money is secure.
If a customer is not familiar with the brand, they might get confused about the rules, layouts, entities or procedures. If this confusion turns into distress, we should try to explain the reasoning.
Bad ex:
C: Why do you want my ID and POA just to change my email address, this is nonsense!
A: This is the procedure, sorry.
https://wiki.cxfort.com/link/418#bkmrk-good-ex%3Aa%3A-in-order-
Good ex:
A: In order to protect the personal data, we need to assure that that only the account holder is updating their personal details. For this reason we are requesting this data for your account protection
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