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.
Talking with Customer
Good morning, thank you for calling, my name is *****, may I have your name please?
20.00 h
My name is ****.
20.04 h
Thank you so much. And May I know how can I help you today.
I need to know how much I have to pay this month, and pay my bill.
20.06 h
20.10 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?
20.11 h
No, I don’t.
20.13 h
No problem, may I have your address, please?
20.15 h
Sure! I live in *****.
20.20 h
Talking with Customer
Thank you! Allow me one second while I pull up your account.
20.22 h
Thanks.
20.24 h
All right I have your account in front of me, and just to confirm, you told me your address is *****. Is that correct?
20.26 h
That is correct.
20.30 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
I don’t know it.
20.34 h
Not a problem, we can try with your security question. What is your date of birth?
20.36 h
It is ***.
20.37 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
****.
20.39 h
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?
20.40 h
Yes please, let me get my card.
20.42 h
Talking with Customer
Ok, whenever you are ready, I am.
20.43 h
I am ready.
20.44 h
Great! May I know the 16 digits in the front of your card please?
20.45 h
**** **** **** ****.
20.47 h
Talking with Customer
Thank you, let me repeat bak to you, that would be: **** **** **** ****. Correct?
20.48 h
Yes
20.49 h
And the expiry date is?
20.50 h
** / **
20.52 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 ****?
20.54 h
Yes
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.
20.55 h
20.56 h
Thank you!
20.57 h
Talking with Customer
You are very welcome! Is there anything else I can do for you?
20.58 h
Nothing else, thank you.
20.59 h
You are very welcome, thanks again for calling today, and I hope you have an amazing day!!!
21.00 h
21. 01 h
Talking customer
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Transcript
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.
Talking with Customer
Good morning, thank you for calling, my name is *****, may I have your name please?
20.00 h
My name is ****.
20.04 h
Thank you so much. And May I know how can I help you today.
I need to know how much I have to pay this month, and pay my bill.
20.06 h
20.10 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?
20.11 h
No, I don’t.
20.13 h
No problem, may I have your address, please?
20.15 h
Sure! I live in *****.
20.20 h
Talking with Customer
Thank you! Allow me one second while I pull up your account.
20.22 h
Thanks.
20.24 h
All right I have your account in front of me, and just to confirm, you told me your address is *****. Is that correct?
20.26 h
That is correct.
20.30 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
I don’t know it.
20.34 h
Not a problem, we can try with your security question. What is your date of birth?
20.36 h
It is ***.
20.37 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
****.
20.39 h
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?
20.40 h
Yes please, let me get my card.
20.42 h
Talking with Customer
Ok, whenever you are ready, I am.
20.43 h
I am ready.
20.44 h
Great! May I know the 16 digits in the front of your card please?
20.45 h
**** **** **** ****.
20.47 h
Talking with Customer
Thank you, let me repeat bak to you, that would be: **** **** **** ****. Correct?
20.48 h
Yes
20.49 h
And the expiry date is?
20.50 h
** / **
20.52 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 ****?
20.54 h
Yes
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.
20.55 h
20.56 h
Thank you!
20.57 h
Talking with Customer
You are very welcome! Is there anything else I can do for you?
20.58 h
Nothing else, thank you.
20.59 h
You are very welcome, thanks again for calling today, and I hope you have an amazing day!!!
21.00 h
21. 01 h