Common Situations 1
I didn't get a text or email about the decline
"I'm really sorry to hear that, that would be frustrating to have to experience that. Lets get your decline taken care of and then we will have our tech support team get your alerts corrected"
cm thinking next rep is a sup
I do apologize but I am not a supervisor however I can help you with what you need today and if I can't I'll xfr to a my supervisor
"improper" card closure
"Unfortunately, our system detected a response stating that fraud was present on your account. Do you mind pulling up that email/text and reading it back to me?"
When to xfr repeat caller
If you are the third call or there has already been 3 calls in the last 7 days or if there is a cw34 and its during Hour of Operations.
What letter do we send for Employee SF?
CSO148
your are the 4th person I'm talking to
"That definitely sounds frustrating, I'm really sorry you had that experience. Let me see how I can get your situation resolved today and if we need to get another team on the line I will ensure you get to the correct dept. before I disconnect with you"
Asking for sup right away
(hear out their situation, find the solution) Just so I'm aware of what's going on, could you please explain to me the situation for me so I can explain it to the person I connect you with? (after answer) oh it looks like I can help you with that.
tw24 advising under review
I understand you are needing to use the card at this time and I do apologize for the inconvenience. We defiantly don't want to stop you from carrying out your business needs. What I can do for you is submit for this follow up to be done asap so we can have a specialist call you back to get everything cleared up so you can use your card.
When is it ok to disconnect on a customer?
Can we update employee's ssn?
Yes!
We can only update or add an employee's SSN. Updating an AO's SSN required a SSN discrepancy normally handled by CMS.
Don't want to sf
I know its always a pain to have to change cards but it is necessary to keep your account secure from anymore fraudulent transactions. (sweeten the deal with expedited shipping usually helps)
Too much verification or not wanting to verify.
"These are verification questions needed for your business card but if you feel uncomfortable, I can quickly disconnect this call and give you a call right back at a verified phone number instead! It only takes about 30 seconds. If you feel uncomfortable giving me any information in general, you can disconnect this call and call us back with the number on the back of your card!"
Too many declines after multiple calls
I understand this is frustrating for you and you just want to make transactions, let me review the memos and see what's going on and see what is needed. I'll help you as best as I can.
cite name , who you spoke with, card you spoke about , any and all verification done and reason if stepped out of procedure, queue status and any changes done to accnt.
What CW/TW do you placed on an accnt when its possible frapp?
TW20
What are event codes for repeat caller?
913 930
When are you required to updated mmn for AO?
If its missing or they answer wrong (after you properly verified them)
what is the FRAPP disclosure for biz card?
This Account is being closed permanently and We will send you an Identity Theft letter in 5 – 7 Business Days. Within the next 60 Days, Dunn and Bradstreet Credit Bureau, Equifax Business, and Experian Credit Bureaus will be notified to stop reporting this account to your name.
What letter do we send for Business card FRAPPS
Same letter as consumer - CSO041