MONT

H END
Safety
Precaut
ions
Safety Journey
Provide Virtual token to the Customer 1

2
 Payment Guidelines

Identity the
Mode of payment as cash or
1. If identified as cash, advice the customer to pay
Card and follow the below
guidelines If the Store reach thebymaximum
Exchange houses or Bank
capacity, followATM channelguidelines
the below using
 the below script:-
Issue Virtual tokens Using the below inspirational script

Dear Sir/Ma’am
In line with Etisalat digital transformation strategy
during Covid 19 & as aligned with TRA you can
Dear
easilySir/Ma’am
pay your bills using Wall Street, Ansari,
UAE & other exchange houses or through Bank
Right Attitude            
ATM channel “To keep your safe distance with
others entry is not allowed as we have
reached the maximum capacity of waiting
 To Maintain Positive customers, Please stay attentive your phone
attitude once you receive the 2nd SMS from Etisalat ,
 Greet your customers
with enthusiasm
 Empathize
 Apply FACE retail
identity behavior in
“We apologize for the inconvenience, the precaution
all the roles
measures 2. are
If identified as Local
activated for creditand
your safety /debit card , advice the
we are
 In complaints use the
If theworking
Customercustomer to pay
withcomplains,
the maximum by Etisalat
allowed
I want App ,
to capacitysmiles
enter the , ewallet
to serve
store you ,
HEART Retail
identity behavior as fast
Useasebanking
possible
the below,while
Quick onlineyour
keeping
inspirationalpayscript
etc. using the below
safety” 3
script:-

Remember Dear Sir/Ma’am

In line with Etisalat digital transformation strategy
during Covid 19 & as aligned with TRA you can
easily pay your bills using contact less channel, such
as Etisalat App, smiles , ewallet , ebanking , Quick
online pay which is more fast , secure & convenient

SM/CSR is responsible to provide MASARRAH People of Determination

TOKEN, for the listed categories & to be served
with High priority 3. If identified as International CC advise the customer to
withdraw cash & pay by Exchange houses or Banks
ATM channel
Approval Dear Sir/Ma’am
If the Customer insists to Senior Citizen
pay in the Counter then In line with Etisalat digital transformation strategy
SM/DM to approve the during Covid 19 & as aligned with TRA you can pay
payments on counter your bills by making cash payment in any of exchange
houses such as Wall street, Ansari , UAE etc.
Thankyou