Customer Delight

Acknowledgement

100

I haven't received any update about my application

I'm sorry to hear that. Let me check your application status for you

200

I don't receive a payslip

I understand, do you have your most recent bank statement

300

I received a call some time back

Thank you forcalling back, have you made acredit card application.

400

My request for a CLIM has been denied

I'm sorry to hear that, let me check why it has been denied

500

I'm getting extremely frustrated with having to repeatedly upload my documents

I apologise for the inconvenience, may I assist you with your concern

Power Words

100

Can you help me locate my application number

SURE

200

Yes, this is a good time to speak

Great

300

My email address is [e-mail]

Perfect

400

i have uploaded my documents

Excellent

500

I have completed 15 years with the same company

Amazing

Empathy

100

I lost my credit card,my dog ate it.

I understand your concern, i hope your dog is fine

200

We lost everything in the floods,I need a new credit card 

Im sorry to hear about your loss, I realise the difficulty you must be facing 

300

I just can't upload these documents, iM NOT TECH SAVVY (SOBS)

I understand your concern, please don't cry, im here to help you

400

My home was burgled and i need to increase my CLIM so I can replace what was stolen and now you tell me I can't increase it

I'm sorry to hear about the losses you incurred, i ealise it must be frustrating to find you can't increase your CLIM

500

MY home burnt down in the wildfires, and i haven't received my replacement cedit card

I'm sorry for your loss and the inconvenience you must be facing not being able to receive your cedit card

Active Listening

100

As I understand, you haven't received you credit card

Paraphrase

200

I see your point of view

Encouraging

300

And you're not sure whether you should reapply for a new credit card or wait till the replacement card arrives

Balancing

400

So I have assisted you with uploading your documents online and shared with you the date by which you may expect your credit card

Summarising

500

And having to repeatedly follow up left you disappointed

Leading

Conflict Resolution

100

Let me help you upload the documents so that you application gets expedited

Collaboration

200

Why don't you call back and speak with the agent you spoke with earlier

Avoidance

300

I dont see why you should be upset when youre the one who doesn't have the relevant documents

Competition

400

Let me check and see if i really require your Bank Statement especially since you're self employed

Compromise

500

Since you don't have a payslip, you can provide a bank statement

Accommodation