Callback Spiel

------Thank you for calling dispute services. My name is Buendel. How can I help you Today? I’m sorry to hear that| I understand that your time is valuable| what I can do for you is schedule an appointment| with one of our dispute specialist| that will call you back| on your most convenient time.

● Can I please have your Name? ● Can I have your best call back number? ● What’s the most convenient time| for us| to call you back? ● Track the details of the call to the Call Back Tracker form*

------If customers oppose for a scheduled callback:

○ “There are no dispute specialist available right now. We can have one of them |to call you back within 24 hours. I can take your information| and set that up, if you’d like.” ○ Customer: “I will wait on hold for a Supervisor. I’m not waiting 24 hours!”

○ Redirect to Callback ○ “I understand your concern. Still, waiting on hold will not get you to a dispute specialist faster. The sooner I can set up your callback, the faster the callback can occur.” ........................................................................................................................

Add Info:

POSITIVE

• Before we start, may I ask if can you just hear my voice.
• So, do you want to have a call back?
• I have scheduled u a callback, so keep your line open within 24hrs. Have a good day^ Goodbye^
• I would love to do that, aside from that is not part of my scope, there are still people who might be on the line next to you that also want to appoint for a callback. With all due respect, I will be ending the call. Thank you. Goodbye.
• We do not have available tools right now. rephrase: That would be great, but that is not part of my scope. Yet, there would be dispute specialist. (Redirect to Callback)

NEGATIVE

• I can feel a great empathy for you, but (redirect to call back)
• I am sorry but that is not part of my scope. The best that I can do for you is to help you to make an appointment for a callback.
• I will be ending the call. Thank you. Goodbye .......................................................................................................................

To be tracked:

● customer name:

● call back number:

● most convenient time:

summary:

• Customer would like to XXX