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This document outlines 5 steps for a customer service phone call. The representative asks for the customer's name and verifies their identity by requesting date of birth and last 4 digits of social security number. They then ask how they can help and put the call on hold to check account details. The representative thanks the customer for calling before ending the call.

Uploaded by

Cherrylyn Fajardo
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98 views1 page

Script

This document outlines 5 steps for a customer service phone call. The representative asks for the customer's name and verifies their identity by requesting date of birth and last 4 digits of social security number. They then ask how they can help and put the call on hold to check account details. The representative thanks the customer for calling before ending the call.

Uploaded by

Cherrylyn Fajardo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Step #1:

Hi, Thank you for calling customer service, my name is _____. May I have your first and last
name, please?
Thank you Mr/Mrs. ___________

Step #2:

For security purposes I need to verify at least two pieces of information, can you please provide
me your date of birth? May I also please have the last four digits of your social security number?
To double check that your date of birth is ____ and the last four digits of your social security
number are ___ did I get it right?

Step #3:

Alright thank you for that. How may I help you today?

Step #4:

I understand that you really need this information right now. Let me help you with that.
From what I understand your concern is your ______. Is this correct?
Alright I will be more than happy to assist you.
Can I put the call on hold for a second to check my resources?
Thank you for waiting while I checked your account. Upon checking your (state the details here)

Step #5:

Thank you so much Mr/Mrs (Last name)! I really appreciate that you called us today.
Is there anything else I can help you with?
Thank you for calling card services and have a wonderful day.

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