SAD
Hi I am really frustrated right now me and my wife are in the airport RIGHT NOW on the way to our honeymoon and we just got an email for schedule change, what is this about we are literally at the airport….Is this normal for chase to do to people .
First, I wanna say congrats on the marriage, I can definitely handle this for you I cannot even begin to imagine the frustration you are feeling in this moment, everything is supposed to be happy right now and yall are experiencing these inconveniences I am so sorry
**submit complaint form
I need to change my outbound flight and return date to a later date but leave the other 4 pax as is, I have other things to do can u make this snappy?
Hey Mr. Cletus i understand you are currently in a rush but the process that you are wanting may take a lil time, but ill try to work as fast as I can.
Customer calls in excited about booking family vacation.
How can we build rapport?
Ask customer about where they are traveling.
Ask what parts are they most excited about
"I've been transferred over more than 3 times today, and no one seems to know what's going on with my reservation?!
Mr. Cletus, I wholeheartedly understand your frustration with the numerous agents transferring you over.
I will personally make sure we can get this resolved all at once on this call, or at the very least guide you to the necessary steps, is that ok?
What does NPS stand for?
Net Promoter Score
Hello I need to modify my hotel reservation to 1 person vs 2 my husband just served me divorce papers
Oh wow Im sorry that’s heavy.
I just received a call from you guys but im about to go into work, i really don't have time right now but what's going on?
Hey Mr. Cletus if you don't have time right now we are open 24/7 you can give us a callback at your convivence.
Customer calls in regards to booking surprise vacation plans for their anniversary.
How can we build rapport?
Ask customer how they think their spouse/partner would respond to the surprise.
Build rapport by showing excitement about their surprise planning.
I've been waiting for my refund since January, an agent named Thomas said he would call me back once there was an update.
This is unacceptable, I'm still not seeing anything back in my account, I want my refund NOW and compensation for all of this time that i've been waiting!
Mrs. Cletus I sincerely apologize that this has been going on for so long with you. I will take ownership of this pending refund, I will gather as much information as I possibly can to see why there's been a delay.
As soon as I get some more clarification on my end, I will most certainly update you with the following information.
What are the top 4 CCE misses?
Verification, Callbacks (Call Avoidance), CMD, Complaint Forms
Good morning! I need to extend my vacation because unfortunately my son broke his leg while we are on vacation! To make it worse its broke in multiple places and he did it jet skiing.
Oh noooo I am so sorry I hope your son is okay and not experiencing to much pain, I will be my pleasure to help you extend this
Im in a rush cant you see that, lets just get it done.
Hey Mr. Cletus I know you are in a rush but I want to make sure everything is processed correctly so you don't have to waist your time giving us a callback.
Customer calls with needing help changing flight to extend vacation.
What can we do to build better rapport?
Ask customer how their vacation is going so far?
Ask customer about their favorite part of the vacation so far?
Ask about reasoning behind vacation extension?
You people at Chase are f-n idiots!
My flight was cancelled and no one sent me anything, this is WACK!!
What kind of business are you dumb m-fs running?!
Mr. Cletus, I understand that you're very upset, and in order for me to further assist you, I would like to keep this call as professional as possible.
I really do want to assist you as best as I can, so if you wouldn't mind, I just need to ask some questions.
What is the definition of Empathy?
The ability to understand and share the feelings of another
Hey I need a flight today as soon as possible my mother just passed away
My condolences I am praying for your family I will find you the soonest flight leaving
How much more longer is this going to take this is taking to long I need to catch another line
Hey Mr. Cletus I'm almost done here can u allow me 5-10 more mins for this process, I do apologize this is taking longer than expected but you will be all set when done.
A customer has called in to book thier first flight to Japan.
How can we better build a relationship with cm?
Ask customer about what they are most excited about doing while in Japan.
Ask customer about their plans for the Japan trip
Finally, someone who speaks English, I couldn't understand a single thing that agent said, it was bothering me having to repeat myself!!
Mr. Cletus, I sincerely apologize for the inconvenience, luckily I have you here on the line with me so ill be more than happy to assist you, with any questions or inquires you may have.
On the NPS scale what is a score of 6?
Detractor
My daughter isn’t breathing she is unconscious we have her in the hospital my flight left 2 hrs ago can I get a refund or anything. I cannot afford to just waist this tk . what can we do can you please help me
I am so sorry this is going on, I am hopefully that your baby gets better soon, It will be my pleasure to assist you
Is this something I can do online im tired of waiting on the phone
Hey Mr. Cletus you can actually go on your chase app and request that process yourself that will save you time calling in and holding on the phone.
Customer calls in to book flight for destination wedding.
Rapport?
Build it by congratulating customer on big moment
Build it by asking why did they choose that destination for their wedding location
I have been dealing with Chase for the past 2 weeks being told one thing and another. I need a itemized receipt for my job, and a agent sent me a email but it didnt have the breakdown!!
Mrs. Cletus, due to the structure of our system to allow you the benefit of using your reward points I do not have a receipt that would be broken down by itemization. However, I am happy to send you a copy of your reservation that has a payment summary, would you like me to send your itinerary to you?”
(We refer them to property to see if they can send one)
What are the 8 recaps for the Capture Checklist?
Confirmation Numbers, Contact Info, Payment Charges, Address, Flights, Cars, Hotels, Activities