Verbal Password and Panel Code

Verbal Password and Panel Code

Callers must provide the verbal password or panel code when verifying an account. If they somehow forgot about it, we can help them out by following these steps...

First: Let customers guess, and also give hints thats limited to these three.

• It is a word or a phrase
• It contains numbers
• It is a combination of both words and numbers.

Second: If the customer however, still can't remember their verbal password or panel code. We need to send it to them and set their expectations that we can't access their accounts without it.

We can send it through mail or e-mail. But before sending it to them. They need to answer at least 2 of the 5 questions on the next slide.

• The last four of their social security numbers.
• The last four of the card/account number on file.
• The RMR price.
• The birth date of the account holder.

*We can ask the customers their site address as the last option when all else was forgotten. (LAST OPTION)

Once you have at least two correct answers from those. You can now send their Verbal Passwords and again, make sure that you've made it clear to them that we can't access the account withou them providing the vp.

Quick exercise: How can you send it? (Remember your Software Training? Let's check how good is your memory)