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Especially if a customer addresses that, they are confused or did not understand our explanations, we have to try our best to simplify or explain further. Repeating the same message is considered rude behaviour.
Bad ex:
C: What is “Locked balance?”
A: It’s the amount that is locked with your bonus wagering.
C: So It’s bonus money?
A: Amount that is locked with your bonus wagering.
Good ex:
A: It’s actually real money, however, as you keep wagering, the money you use for it will be locked. After you finish the wager or forfeit the bonus amount, that balance will be withdrawable.
Besides leading the conversation and allowing customers to present their concerns, it is also important to pay attention to what the customer states. When there are similar queries it is easy to mix them up. It's the agent's responsibility to make sure to understand queries clearly.
Bad ex:
C: I have received an email, telling me to bet 300 TL, to this week’s Liverpool match with 1.5 Odds. I did that already, can you check if I did get the freebet, for the Liverpool match?
A: Yes, your freebet is in your account.
https://wiki.cxfort.com/link/421#bkmrk-good-ex%3Aa%3A-the-freeb
Good ex:
A: The freebet is not available for the Liverpool event unfortunately. You can use it for the Champions League events this week.
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