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After Less Than 2 Minutes

The customer called the bank to dispute a billing issue where their last transaction did not match their account balance. The agent verified the customer's identity by requesting their account number, name, address, and date of birth. After putting the call on hold to check the customer's savings account, the agent informed the customer that the system was undergoing an upgrade which caused the incongruity, but that their money was safe. The agent recommended the customer check their account the next day once the update was complete and also suggested updating their phone number on file since the one in the account was no longer active. The customer thanked the agent and ended the call.

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1K views2 pages

After Less Than 2 Minutes

The customer called the bank to dispute a billing issue where their last transaction did not match their account balance. The agent verified the customer's identity by requesting their account number, name, address, and date of birth. After putting the call on hold to check the customer's savings account, the agent informed the customer that the system was undergoing an upgrade which caused the incongruity, but that their money was safe. The agent recommended the customer check their account the next day once the update was complete and also suggested updating their phone number on file since the one in the account was no longer active. The customer thanked the agent and ended the call.

Uploaded by

Hestia HD
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
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Billing Dispute: Call Centre Flow

Agent: Thank you for calling TBH Bank Company, my name is JC, how may I help you?

Customer: I have a problem about my savings, I deposited money thru Depositing Machine then I
checked it on your site if it has been reflected on my account, when I checked my balance my last
transaction doesn’t sum up in my last balance bill, why is it like that?!

Agent: I am sorry to hear that, I will do my best to fix your problem and give you the best service that
you deserve. May I have your account number please?

Customer: 5267 3800 2437 0100

Agent: Just to verify if I heard it correctly, it’s 5267 3800 2437 0100

Customer: That’s right

Agent: Thank you. Can I get your name, address, and birthday? for verification purposes please?.

Customer: Clint Ford, New York, Jan 18, 1975

Agent: Thank you Sir I’ll repeat, Clint Ford as your name, New York is your address, and your birthday is
on Jan. 18, 1975, it’s that correct Sir?

Customer: Yes

Agent: Okay thank you for that information Mr Ford, would that be fine if I put the call on hold for 2
minutes To check your savings and I’ll get back to you?

Customer: sure

Agent: Thank you sir. Please stay on the line.

**After less than 2 minutes**

Agent: Thank you for your patience Mr Ford. We are very truly sorry for the inconvenience, the cause of
this situation is our systems are being upgrade, but rest assured your money is safe and fine and our
system will become more reliable to our customers soon. The system will be okay tomorrow, and I’ll
recommend you to check it, we will let you know once the update is done. Does your phone number in
your account is still active Sir?

Customer: Oh, I have a new phone number and the old is not active anymore.

Agent: Okay Sir, I’ll recommend you to change it on your account by just logging in your user account
then go to General Settings and then click change phone number and click save.

Customer: Okay, Thank you.

Agent: Is there anything else that I can do for you Mr Ford?

Customer: Nothing, Thank you.

Agent: You are welcome sir. Again this is JC. Have a great day.
Food Order Taking: Call Centre Flow

Agent: Thank you for your calling McBee, what do you want?

Customer: I

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