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In any conversation, It’s agent’s responsibility to clarify and confirm any detail and information discussed. Coupon ID’s, bonus names, amounts of transactions and similar entities, have to be mentioned.
Bad ex:
C: I deposited some money but I couldn’t get the bonus?
A: I have activated your bonus, do you have any other questions?
Good ex:
A: I see you have only the first deposit offer in your account. You will receive x amount of bonus as i activate it. Can you please confirm?
Bad ex:
C: Where’s my withdrawal, I can not see it in my account?
A: Your withdrawal is confirmed and will be in your account in 24 hours.
Good ex:
A: Your last withdrawal transaction of 100 TL with papara is confirmed and will be in your account in 24 hours.
When encountered with upset and angry customers, it is important to keep the conversation managed by us and not by the customer.
Bad ex:
C: I hate this security check taking so long, I will tell all my friends that you try to steal my money.
A: You are right, it’s taking a long time.
Good ex:
A: Sorry to keep you waiting, however these security checks are necessary to ensure a safe gaming environment. We are trying our best to complete them as soon as possible.
If the customer is in the middle of their story of their problem, we should try our best to not to interrupt. Also not to jump conclusions before getting the necessary information.
Bad ex:
C: I have withdrawn some money with Papara.
A: Papara withdrawals, takes 24 hours in general.
C: And my account is blocked by Papara…
Good ex:
C: I have withdrawn some money with Papara.
C: And my account is blocked by Papara.
A: Would you like to add another Papara account?
If an agent gives out wrong information by mistake, and then realizes while the conversation still continues, then they need to address it in the conversation. Although this will prevent getting an essential fail, it will still be considered as a Lead the conversation fail, since agents are responsible of being in the lead during the interactions.
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