MADE YOU FEEL LIKE YOUR PERSONAL INFORMATION WAS SAFE AND SECURE
What is the Opportunity?
Instill confidence that the customer’s personal information is protected and that all necessary precautions have been taken to prevent further issues.
What are we doing when we say:
"I can imagine how stressful this situation must be. Rest assured, I’m here to help and we will resolve this together.”
Acknowledging emotions
What is the Opportunity?
Create an experience for the customer that feels as easy and effortless as possible, so they feel confident and supported during a stressful time.
Why do we say:
"Would you like me to check for any other unusual activity on your account? If there are any additional suspicious charges, we can address them now.”
For additional support
What does it mean when we say:
"To make sure your account stays secure; we’ve placed a temporary hold. This means no unauthorized transactions can go through.”
Use plain language
How can you explain security measures?
"We have multiple layers of security to keep your account safe, including real-time fraud monitoring and encrypted transactions.”
What are we doing when we:
Actively listen to the customer’s concerns without interrupting, taking notes if necessary to ensure all concerns are addressed
Empathizing with their situation.
Why do we say:
"This process usually takes about 10 minutes, and I’ll guide you every step of the way. If you have any questions at any point, just let me know.”
To set clear expectations
What is the Opportunity?
To help the customer understand what happens next and what they need to do, if anything, to prevent any further fraudulent activity or complications.
When we say,
"Does this explanation make sense? I want to be sure you feel comfortable moving forward, so please ask me any questions you may have." We are doing what?
Checking for understanding
What are we doing when we say:
"We’re taking every step to ensure your account is secure and prevent future fraud. Your security is our top priority.”
Reassuring the customer.
What is the opportunity when empathizing with the situation?
To demonstrate understanding and care for the customer’s experience, ensuring they feel heard and supported during a highly emotional experience.
Why should we be knowledgeable about the fraud resolution process?
to minimize wait times and avoid unnecessary transfers.
What do we mean when we say:
"One way to enhance security is by setting up a PIN or enabling two-factor authentication. Would you like assistance with that?"
"One way to enhance security is by setting up a PIN or enabling two-factor authentication. Would you like assistance with that?"
Speak in a calm, confident tone to provide reassurance and instill ________.
Trust
What are we doing when we say:
"To protect your information, I’ll need to verify your identity with a few quick questions before we proceed.”
Offering verification steps.
When we say:"It’s completely understandable to feel frustrated. You’re not alone, and we’ve successfully helped many customers through similar situations.”
What are we doing?
Validating their concerns
Break down complex procedures into ______, actionable steps, ensuring clarity at each stage.
simple
What can we do to make sure the customer knows how to reach out?
offer direct contact options if applicable
The Opportunity is:
Provide clear and concise information while demonstrating empathy and understanding. Customers experiencing fraud may be anxious or frustrated, so using reassuring and clear language is crucial.
Following strict authentication procedures before making any account changes or sharing sensitive information is something we can do to what?
MAKE THE CUSTOMER FEEL LIKE THEIR PERSONAL INFORMATION IS SAFE AND SECURE
What can we expect to provide when we say:
"We’ll get this fixed, and I’ll ensure you have everything you need to move forward without further inconvenience.”
Confidence.
What does it mean when we say
"Would you prefer to receive updates via text message or email regarding your case status?"
To provide options for convenience
Why would we say:
"We’ve blocked the fraudulent transaction and issued you a new card. You should receive it within 5-7 business days.”
To summarize next steps
Why do we ask follow-up questions?
To ensure the customer fully understands the information shared.