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Balance and payment account

Balance and Payment
Opening Speil: thank you for calling CCA, my name is Noralie how may I help you today?
Paraphrase: as I understand you’re calling in today because you have received a notification about your
bill?
I understand where you coming from and I do apologize for the inconveniences it has caused you.
But don’t worry, I will assure you that we will resolve your concern because I am here to help.
For verification purposes may I have your first and last name? Together with the acc# pls?
Just to verify your name is _ and your account number is_ is that correct?
Is it okay if I call you by your first name? Thank you__
To further understand the issue would you mind if I ask you some questions?
1. How much was the charge?
2. When was the last time you made a payment?
Hold spill[ is it ok if I put the call on hold for a minute or two? Because I will check this in our system.
Resolution: thank you for patiently waiting on the line, as I have checked here in our system the reason
why you received a notification it’s because the payment that you made was for last months bill, and the
notification is for this months bill. If you want we can help you process the payment over the phone.
Process: should I process the payment now?
For us to process the payment:
1. May I have the name that appears in the card?
2. May I have the credit card number?
3. May I have the expiration date of the card?
4. May I have the security# of the card?
[ If where can I find it]
: It’s the last 3 digit’s at the back of the card
: Pls grab a pen & a paper I will provide you your confirmation# which will serve as your receipt.
The confirmation # is ___
*If no pen &. Paper
: Is it okay if e send the confirmation# in your mobile#/email address? Which do you prefer?
May I have your mobile# /email address?
I just send the confirmation number in your mobile number/email pls just check it.
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Recap: just a quick recap you called in today because of the notification you received, informed you it is
for this months bill. Processed the payment over the phone and provided you the confirmation number.
Thank you for calling CCA, again this is Noralie, have a nice day!
Delayed Delivery
Opening Speil:
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Balance and payment account
Paraphrase:
I understand where you coming from and I do apologize for the inconveniences it has caused you
But don’t worry, we will resolve your concern because I am here to help.
For verification purposes;
May I have your first and last name, as well as the order # pls?
Just to verify your name is _ and your order # is _ is that correct?
Is it okay if I call you by your first name? Thank you_
To further understand the issue, would you mind if I ask you some questions?
1. Did you receive a notification about the delay?
2. When did you purchase the item?
3. What is your shipping address?
Hold Spill:
Resolution: thank you for patiently waiting on the line, as I have checked here in our system the reason
why your items got delayed it’s because the warehouse where your items are coming from had
experienced bad weather, but don’t worry it will be delivered tommorow_pm/am right to your door.

 I’m sorry but your items will be coming from another warehouse which is located at __
*I do apologize but we are no longer have access to that since it now with the courier.
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Recap: just a quick recap, you called in today because of your delayed delivery, informed it was
delayed due to bad weather and will be delivered tomorrow _am/pm.
Thank you for calling CCA again, this is Noralie have a nice day!

Incomplete Delivery
Opening Speil:
Paraphrase:
I understand where you coming from and I do apologize for the inconveniences it has caused you
But don’t worry I will assure you that we will resolve this concern because I am here to help.
For verification purposes;
May I have your first and last name and the order# pls?
Just to verify your name is _ and your account number is _ is that correct?
Is it okay if I call you by your first name? Thank you_
To further understand the issue, would you mind if I ask you some questions?
1. How many items you purchased?
2. Have you checked if there something else inside the box?
3. We’re you at the location when the items arrived?
Hold Spill:
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Balance and payment account
Resolution: thank you for patiently waiting on the line, as I have checked here in our system the reason
why you received incomplete items it’s because the other items will be coming from another warehouse
and will be delivered tommorow _am/pm right to your door.

 I’m sorry but your items will be coming from another warehouse which is located at _
*If[ I do apologize but we are no longer have access to that since it is now with the courier.
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Recap: just a quick recap you called in today because of your incomplete items, informed you it will be
coming from another warehouse and will be delivered tommorow _am/pm.
Thank you for calling CCA, again this is Noralie have a nice day!
Send money using Credit Card
Opening Speil:
Paraphrase:. As I understand you’re calling in today because you need assistance to send money to
your family in the Philippines
I would be glad to assist you that, to be able send money to your family in the Philippines
For verification purposes;
May I have your first and last name pls?
Just to verify your name is _ is that correct?
Is it okay if I call you by your first name? Thank you _
To further understand the issue would you mind if I ask you some questions?
1. How much are you going to send?
2. What card will you be using?
Is it ok if I put the call on hold for just a minute or two because I will check this in our system.
Resolution:
Thank you for patiently waiting on the line, as I have checked here in our system you will be sending
$_ plus $5 processing fee so that will be a total of $_, shall I go ahead and process the payment?
For me to process the payment;
1. May I have the name of the sender?
2. May I have the address?
3. May I have the mobile#?
4. May I have the name that appears on the card?
5. May I have the credit card number?
6. May I have the expiration date of the card?
7. May I have the security number?
*It’s the last 3 digit at the back of the card
Just to verify the name of the sender is _ is that correct?
(When they will get the money?
*Anytime as long as they have the ref #
*For the receiver details
1. May I have the name of the receiver?
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Balance and payment account
2. May I have the address?
3. May I have the mobile#?
Just to verify the name of the receiver is _ is that correct?
Please grab a pen and a paper I will send you your reference# and confirmation #
Your confirmation # is _ and your ref# is _
*If no pen and paper
: Is it ok if we send the confirmation and ref # in your mobile#/ email address?
Ref# is what the receiver needs to bring together w/ a valid ID to claim the money
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Recap: just a quick recap you called in today because you wanted to send money to your family in the
Philippines,we successfully processed it for the total of $_ including the processing fee. Provided you also
with the ref# and confirmation#.
Thank you for calling CCA, again this is Noralie have a nice day!
Documentation
Send money using Credit Card
Customer [] called in today because she needs assistance to send money to the PH,
Successfully processed over the phone and provided a confirmation and ref #.
Customer Satisfied
Noralie Nicol

Order Online
Opening:
Paraphrase: as I understand you’re calling in today because you want to purchase item on our website,
is that correct?
I will be glad to assist you with that, to be able find the perfect item
For verification purposes may I have your first and last name pls?
Just to verify your name is _ is that correct?
Is it ok if I call you by your first name? Thank you
To further understand the issue, would you mind if I ask you some questions?
1. Do you have a specific item in mind? [ If yes: 1. May I have the name of the item?]
2. For whom is the item?[son/husband]
3. What color or size do you want?
4. What is the favorite color of your __?
5. What is the hobby of your ___?
6. When do you/they need the item?
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Balance and payment account
Is it okay if I put the call on hold for just a minute or two? because I will look for the item.
Is it okay if I put the call on hold for another minute or two? Because I will look again for the another item
Thank you for patiently waiting on the line, here’s the item that I found. This is___ amounting of $_, with
the delivery fee of $5 , so that will be a total of$_. Shall I go ahead and process the order now?
For us to process your order;
1. May I have the name that appears in the card?
2. May I have the shipping address?
3. May I have your contact#?
4. May I have the credit card number?
5. May I have the expiration date of the card?
6. May I have the security# of the card?
Just to verify__
[ If where can I find it] : It’s the last 3 digit’s at the back of the card
: Pls grab a pen & a paper I will provide you with your order# and confirmation#
Your order # is _ and the confirmation# is _
*If no pen &. Paper
: Is it okay if e send the confirmation# in your mobile#/email address? Which do you prefer?
May I have your mobile# /email address?
I just send the confirmation number in your mobile number/email pls just check it.
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Recap: just a quick recap you called in today because you wanted to purchase an item on our website.
We were able to successfully purchased the items for the total amount of $_ and will be delivered on _.
Provided you as well your order# and confirmation#.
- You wanted to purchase an item on our website. Found the item but you will think about it first
and you will call us back.
- However, the item was unavailable.
Thank you for calling CCA again this is Noralie have a nice day!