Customer Loyalty Roadmap

Getting Started: Common Scripts

Greeting: “Thank you for calling Merchant Services. My name is ________. May I ask who I have the pleasure of speaking with
today?”
Callback Greeting: "Hello. This is ______ from Merchant Services. This call may be recorded for quality assurance. I am giving
you a call as a callback was requested.”
Locate The Account: “Hello [merchant name]. May I have your merchant ID number or your business phone number so we can
get started today?” “Thank you and may I have the name of the business?”
Get To Know The Merchant: “Ok, great. I’m locating your account now. How are you today, [merchant name]?”

CREATE A MEMORABLE Addressing the ISSUE

EXPERIENCE
· Use their NAME during the call
· FRIENDLY and PROFESSIONAL tone
· ACKNOWLEDGE all responses
· Be EMPATHETIC and REASSURING
· “I CAN” mentality, Power of “May I”
· Make it EASY and SIMPLE
· Make a CONNECTION
· Maintain a POSITIVE attitude
Determine the Issue: “How can I assist you today?”
“Ok, thank you. To confirm…” [Repeat the stated issue to confirm
understanding]
Ask Probing Questions: “May I ask…..” [Questions that help determine the
specifics of the issue in order to provide a quick and simple resolution]
Empathize & Reassure: “I understand that this can be confusing. We will get
you through this process together.” “I can hear that this is stressful for you. I
can definitely take care of this.”…… “I can assure you that we will take care
of this for you.”

VERIFICATION REQUIRED:
All Customer Care Representatives (Tech, Service, & Major
Accounts) must analyze the caller’s needs and determine if the
Verify, Resolve, and Go Beyond
request discloses and/or modifies any Personal Identifiable Verify Information IF NECESSARY: “[merchant
Information (PII). Please click here for additional details on
name], for security purposes, can you verify
the Level 1 & Level 2 verification process.
your date of birth and the last four of your
Level 1: Call doesn’t require the disclosure of/modification to PII. social security number?”
“This call is being recorded. May I please have the full name of the Confirm Account Information:“Great. Thank
Primary Account Holder? Thank you. May I also have the business you. And may I ask you to verify your [business
[insert address OR phone number]?” address / email / phone number]? What is
Level 2: Call requires the disclosure of/modification to PII. “This call is the best [email address / phone number] to
being recorded. May I have [insert level 2 verification]?” reach you at?”
Hold Procedure Provide a Resolution: Utilize your resources
Ask permission: Ask the merchant to place them on hold with a (TMS, MerchantAcess, WebSuite, Westlake,
benefit, the “why.”. GSAP, MA Help Center, Chat a Lead/Leader,
Set time frame: Set a time frame for the hold.
etc. to find a resolution as quickly as possible.
“May I place you on a 2-3 minute hold to research this?” Wait for
Merchant to reply before placing them on hold. If applicable, include a timeframe with the
Check in: If hold exceeds the set time frame please check in with the resolution.
merchant letting them know you are still working towards a Be Proactive: Check for and advise of PCI
resolution. Compliance, TIN Mismatches, terminal
When returning from hold: State the merchant's name, pause & wait upgrade requirements, etc.
for a response, and thank them for holding.
Ending the Call
Recap: “[merchant name], apart from [problem solved], is there anything else I can do for you today?”
Show Appreciation: “Ok great. [merchant name], thank you for giving me the opportunity to assist you. We appreciate your
business and I hope you have a wonderful day.”