Notes
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Rapport
-Any plan for the weekend
-How the weather there.
-Have you done with your B L --
ACKNOWLEDGEMENT:(Sample)
- Thank you for calling....
- Thank you for bringing up ....
- Thank you for highlighting ......
EMPHATY:(Sample)
1. feel your frustration/confusion
2. i know where you coming from
3. I completely understand what is your
feeling right now
Concern need good emphaty
-late fee
-finance charge
-unable to log in in acct center
-Payment Dispute
RE ASSUARNCE(Sample)
- Since you got on the LINE I'll do my best to assist you with your _________(concern)
- Rest assure im going to assist you with your _____ (Concern) today.
- Rest assure i can definitely assist you...
- Don’t worry i will certainly assist to
the best i can.
- I will do my best to give a best solution
Simple empathy
i do understand how important it is
for you knowing your ..........
for you to be able to updated/manage
your account.
concern
-total balance
-credit limit
-due date/pay by
upset/ angry customer:
i do understand that you have
all the right to be upset/angry
[10/1 10:44 PM] Orlando Tampil
----------DUAL CONSENT----------------
FOR QUALITY PURPOSES
THIS CALL MAYBE MONITORED
AND/OR RECORDED
-----------GHOST CALL------------------
HELLO(2X)
SINCE I CANNOT HEAR A RESPONSE IN YOUR END
I DONT HAVE ANY OPTION BUT TO END THIS CALL
PLEASE CALL US BACK, MY NAME IS ORLANDO, AND
THANK YOU FOR CALLING CUSTOMER CARE
==============================
----------PROFANE LANGUAGE-----
“All of our calls are monitored and/or
recorded for call quality purposes including
this one. I am happy to help you with your
concern, however please know that if you
continue to speak to me in this manner,
this call will en,It will be disconnected.”
You have a right to be upset. I'm going to
do everything I can to resolve this today.
I may be forced to disconnect the call since
the conversation is no longer productive.
We would like to help you address any concerns
you may have with your account - please call
us back when you're ready to discuss.
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