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What is the best way to pull up the account?

---> By using the customer's account number

Sample Spiels:

(-) "Can I please have your account number?"

(-) "Great! May I know your first and last name?"

---> to know that you are talking to the right person

Sample Spiels:

"Oh, I am sorry. Can you please repeat it?"

***Always say Miss or Mr. Do not say, Ma'am or Sir.

*Other Account Look-Up:

(-) Phone Number

(-) Or different phone number

(-) last name, first name and zip code

(-) social security number (last 4 digits)

*Importance of Account Verification:

(-) Build customer trust -

---->Encourage nobody access their account

(-) Account Security

(-) Secure Transaction

*Account Verification:

(-) Last 4 digits of SSN

(-) Date of Birth

(-) Zip Code

Sample Spiels:

(-) "For security purposes, can you please verify the last four digits of your social security number?"

(-) "Can I have your date of birth?"

(-) "What about your zip code?"

When Responding:

1. Use power words

2. Give appropriate and timely responses

3. Immediate see clarification, if needed

4. Use the appropriate tone

Provide the Resolution:

1. Probe if necessary.

---> Ask fast finding questions if needed.

"Oh, how can I help you with your account?"

"I'll be glad to assist you with your payment."

Questions be like:

"When did you make your last payment?"

"How much payment did you make?"

2. Utilize the resources

---> Provide a complete resolution

(-) Be direct to the point and be straight forward

(-) Keep it short and simple and not too wordy

Sample Spiels:

"Your current balance is $200, with a minimum payment of $27 and that will be due on 10/25/2019)."

---> Provide relevant options

"You can check your balance at [Company Credit Website]."

***Recap and Ask Further Assistance:

Sample Spiels:

"Aside from checking your balance, do you have any other questions or concerns on the account?"

***Closing Spiels:

"It's my pleasure helping you today; Thank you for calling [Company Name]. Have a great day?"

Take note:

(-) Active listening

(-) Empathy

(-) Confidence

(-) Responsiveness

(-) Ability to have conversation

Sample Spiels:

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(-) "We process payment, and it is free of charge."

(-) "Is there anything else that you want to ask about your account?"

(-) "You can check your balance when you log-in to [Company Credit Website]"

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