MYSTERY 1
bet365's Customer Service Ethos
RESOLVE
INFORM
ENHANCE
Two Promotions that are visible on the Promotions tab of the bet365 website.
100% Parlay Boost, Early Payout
When would you look to raise a WD request to FRM?
Over 24 hours, no POT-BA
Where in Member Details can we see if an account shows Marketing-No?
Status Bar - Other
Name 2 Site Features that you can view on bet365's website?
Same Game Parlay, Cash Out
DAILY DOUBLE!
What 3 details regarding a customer's WD request can you provide when seeing the WD is pending in Sports History.
A customer wishes to complete their Sole Access via Live Chat, how would you proceed?
Advise that we need to speak with them on the phone in order to discuss the account further
3 Payment Methods a customer will be unable to withdraw back to.
Apple Pay, Credit Card, Chime/CashApp
If an individual states they have never opened an account with bet365, how would you proceed?
Disputed Opening – SNL the account
Provide 2 options for a customer when looking to close their account (non-permanent)
Guide to close online, or offer to close for the customer
Provide 2 steps you would you take when you receive contact from someone stating that one of our customers has died?
Firstly, offer your condolences to the personal representative before referring the contact to a supervisor.
‘I'm sorry for your loss. Before I proceed, can I please take your name?
Thank you [Personal Representative's Name]. In order to proceed, I will need to transfer you to a supervisor who is able to assist you further. Do you mind if I place you on hold?’
Place the customer on hold and refer to a supervisor. Do not request any further information from the personal representative.
A customer has contacted via the telephone and you notice that their User RG status is 'Suspended' - how would you need to proceed?
Advise to contact via Live Chat so that they can be referred to a US Sup if PA, or transferred directly to RG if any other state.
What procedure would you follow if a customer includes their password on Live Chat?
If a customer provides their password during a Live Chat conversation in CTool, including where the customer has provided their password to the Virtual Assistant, raise this to a supervisor immediately.
Provide the supervisor with the Case ID to allow them to arrange for the Live Chat to be deleted and the customer must be advised:
‘We do not require your password and it should never be disclosed to anyone. I recommend that you change your password immediately via the website.’
A customer disputes activity on their account - what is this called and who would we raise this to?
Potentially Compromised
Supervisor
HEAR
EMPATHIZE
ASK
RESOLVE
DELIVER
3 pieces of information we can locate from a customer's Login History
Date/Time of recent logins, Device, IP Address, Sports or Casino app, Domain
A customer looking to be verified for these 3 states can go through the US Verification Query line on Teams
Pennsylvania, New Jersey, Illinois
DAILY DOUBLE!
Provide ANY 5 error codes and what they mean :)
What is the difference between a Sole Access call and a Sup Sole Access call?
Sole Access – We’re aware that a third party has access to an account. Sole access script needs to be followed as per KB: 701. This can be completed by any advisor.
Sup Sole Access – A customer is sharing the same email, phone number or payment method with another customer who has RG concerns on their account. We need to complete Sole Access and determine the reason for the shared details. This can be completed by RG.
Single = 1
Double = 2
Triple = 3
Home Run = 4
When will we see a PENDING Complaint note on an account?
Sports / Betting Restriction raised for review to the Trading Team
3 reasons you would contact the Internal Supervisor Line
Potentially Compromised Claim
Cheque Query
Customer Complaint
RG Concern
VIP Contact (CS Only)
Statement Request
SSN Confirmation
The steps for a customer to successfully receive $25 in Bonus Bets from a Bet & Get offer.
1- Opt In
2- Place $50+ in qualifying wagers
3- Minimum of 3 selections (Parlay or SGP)
4- Minimum odds of +100
5- Bets must settle naturally
What 3 indicators would cause you to contact the internal ______ line to check for PERM BLOCK?
1) Logged In
2) Unable to place bet
3) Error message to contact support
4) Team Leader
Name 10 states where bet365 is live
Arizona, Colorado, Illinois, Indiana, Iowa, Kentucky, Louisiana, New Jersey, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia