Autopay Failure

We are working with our payment processor and bank closely to address ongoing issues processing subscription payments for a small portion of our customers. While it's not affecting all customers on autopay, we realize the huge inconvenience and stress this can cause for affected customers and are working to find the root cause as quickly as possible. We realize you set up autopay, so you don't have to worry whether payment will be made on time or not and are truly sorry for the trouble. While we continue to work with the banking partners, in the meantime please rest assured we're doing everything we can to limit the inconvenience.

Autopay Failure

Empathy

Talking Points.

Express understanding of the customer's feelings or situation by providing a genuine acknowledgement and taking appropiate actions

Ownership of the call

Display confidence and knowledge of the company ,industry ,product offering and tools

• We are waiving late fees as necessary, and will work with you to make the situation right, if a payment fails to go through as expected.

• No accounts experiencing the auto-pay issue will be disconnected during this time.

• Re-assure the customer, if they'd like to turn off auto-pay, and us help making the payment till this is resolved, we're here and happy to help take payment over the phone.

• We're extremely sorry for the going nature of this situation, but will do everything we can to correct auto-pay related billing matters.

Remain Proffesional

Communicate confidently in a manner that reassures we are knowledgeable and maintain call control.

Detail oriented!

Use system tools throughout the call to gather relevant information and document the customer's account.

vision

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business model

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objectives

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mission

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