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While in conversation, it is important to keep the connection as easy as it can be for the customer. This means, easy to follow messages, not repeating same answers, not using complicated jargon etc. First thing we need to make sure of is sending long messages, in manageable chunks.
Bad ex:
C: How can i wager my bonus?
A: the number of the matches and the total odds affect the wagering differently. Single match coupons Minimum Total Coupon Odds should be 1,5 Sum of the Coupon Totals: 20 Times the Bonus, for Coupons containing 2 matches Minimum Total Coupon Odds: 2,25 Sum of the Coupon Totals: 8 Times the Bonus, for Coupons containing 3,4,5 matches Minimum Total…
Good ex:
A: the number of the matches and the total odds affect the wagering differently.
A: Single match coupons Minimum Total Coupon Odds should be 1,5 Sum of the Coupon Totals: 20 Times the Bonus,
A: for Coupons containing 2 matches Minimum Total Coupon Odds: 2,25 Sum of the Coupon Totals: 8 Times the Bonus,
A: for Coupons containing 3,4,5 matches Minimum Total Coupon Odds: 3 Sum of the Coupon
We have to keep in mind that not all of our customers are familiar with the terms we use. To keep our communication comfortable, we have to keep our term words at minimum.
Bad ex:
C: Can I bet on red and black in the same roulette hand?
A: Cross bet is not allowed.
Good ex:
A: When you have bets that are either conflicting to each other or, bets that are risk free, this is considered as “Cross betting” You can do it with your withdrawable balance, but with bonuses, it will be misuse. So you might have problems with bonus usage in your account.
When we address the customer, we have to use their names. Addressing them with “Sir”, “Madam” is considered non-friendly. “Mr Ahmet” or Mrs. Ayşe” is the correct way of addressing.
While solving an issue, it is important to keep an attentive attitude. Short, inattentive answers like “Done!” or just “Bonus is there thank you” should be avoided.
Bad ex:
C: Can you reopen my account?
A: Your account is activated.
Good ex:
A: Sure, I am activating your account, if you want to reset your password, you can use the “Forgot my password” button on login page.
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