Talking customer

Call flow: Taking Information

When a customer calls, normally, you will need their information to assist them. Thay may include: – Their name – Their address – Their security code – Their phone number – Their date of Birth Depending on the account, it can also include other details such as last transaction or call, etc. We will practice taking that information today.

20.10 h

I need to know how much I have to pay this month, and pay my bill.

Thank you so much. And May I know how can I help you today.

My name is ****.

20.04 h

Talking with Customer

Good morning, thank you for calling, my name is *****, may I have your name please?

20.00 h

20.06 h

20.20 h

Sure! I live in *****.

No problem, may I have your address, please?

No, I don’t.

20.13 h

Talking with Customer

Awesome, I can help you with that! I just need a few details in your account. Do you know your account number?

20.15 h

20.11 h

20.30 h

That is correct.

All right I have your account in front of me, and just to confirm, you told me your address is *****. Is that correct?

Thanks.

20.24 h

Talking with Customer

Thank you! Allow me one second while I pull up your account.

20.26 h

20.22 h

20.37 h

It is ***.

Not a problem, we can try with your security question. What is your date of birth?

I don’t know it.

20.34 h

Talking with Customer

Awesome, I just need a few more authetication details to access your account. May I know your security passcode please? It has five digits.

20.33 h

20.36 h

20.42 h

Yes please, let me get my card.

Thank you, I apprecciate that. I can see here your total bill is ****, and it is due today. Do you wish to pay that now?

****.

20.39 h

Talking with Customer

Thank you so much! And lastly, in the case the call gets disconnected, what is a good number to reach you at?

20.38 h

20.40 h

20.47 h

**** **** **** ****.

Great! May I know the 16 digits in the front of your card please?

I am ready.

20.44 h

Talking with Customer

Ok, whenever you are ready, I am.

20.45 h

20.43 h

20.52 h

** / **

And the expiry date is?

Yes

20.49 h

Talking with Customer

Thank you, let me repeat bak to you, that would be: **** **** **** ****. Correct?

20.48 h

20.50 h

Awesome! I am processing your payment right now……. And your payment went through!! Your current balance is $0.00, you just have to wait for the next bill to pay again this time next month.

20.57 h

Thank you!

Yes

20.55 h

Talking with Customer

Thank you so much! And just confirming, Do I have your authorization to process the total of *** from the card ending in ****?

20.56 h

20.54 h

You are very welcome, thanks again for calling today, and I hope you have an amazing day!!!

21. 01 h

Nothing else, thank you.

20.59 h

Talking with Customer

You are very welcome! Is there anything else I can do for you?

21.00 h

20.58 h