Guidelines for Call · Offline Notepad

GPS Script

When customer

states they were directed onto the Express Lanes by their GPS, state the following:

“We understand mistakes happen. To prevent your GPS from directing you onto our Lanes again, please adjust settings within your GPS to avoid tolls. All signs leading up to and within the Lanes have a purple and white “EZPass” logo to help all drivers understand they need an E-ZPass. To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me”

Signage When customer

“We understand mistakes happen. Our team works with the Virginia Department of Transportation to make sure the Express Lanes are clearly marked. In the future, please keep an eye out for the purple and white signs leading up to and on the Express Lanes.
To prevent your GPS from directing you onto our Lanes again, please adjust settings within your GPS to avoid tolls. All signs leading up to and within the Lanes have a purple and white “E-ZPass” logo to help all drivers understand they need an E-ZPass.
I can take your payment over the phone now with your credit card to avoid any penalties and/or additional fees.”

495 Express Lanes When customer

"The 495 Express Lanes stretch 14 miles from Springfield, Virginia to McLean, just north of the Dulles Toll Road. Drivers use the Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip.

95 Express Lanes: When customer

"The 95 Express Lanes stretch 31 miles from Stafford, Virginia to Fairfax, just past Edsall Road. Drivers use the Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip.

495-395-95 Express Lanes: When customer

"The 495-95-395 Express Lanes are located in Northern Virginia, the 495 Express Lanes run 14 miles from Springfield to McLean, the 95 Express Lanes run 31 miles from Stafford to Fairfax and the 395 Express Lanes run for 8 miles from near Edsall Road to the 14th Street Bridge. Drivers use the Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip."

Adjacent Trips: When customer

"[Insert Customer Name], I have good news. Since you traveled on both lanes in one trip, we will only charge you $12.50, which is the cost of the first part of the trip."

What are the Express Lanes? When customer

"Drivers use the Express Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip.
Both located in Northern Virginia, the 495 Express Lanes run 14 miles from Springfield to McLean and the 95 Express Lanes run 31 miles from Stafford to Fairfax."

FTF/Reductions/Waivers:

• Offer only if a customer requests for a reduction.

"[Insert Customer Name], I have good news, you are eligible for our First Time Forgiveness program. I’m able to [waive/reduce] your payment by [$X.XX]. I can only do this one time, and it will bring your balance down to [$X.XX].
Your new due date is [Insert Date]. That’s probably different than the date on your invoice. To avoid any penalties or additional fees, you can take care of the balance now with me."

When a non E-ZPass customer contacts us

• Offer only if a customer mentions First Time Forgiveness:

"[Insert Customer Name], I have good news, you are eligible for our First Time Forgiveness program. I’m able to [waive/reduce] your payment by [$X.XX]. I can only do this one time, and it will bring your balance down to [$X.XX].
Your new due date is [Insert Date]. That’s probably different than the date on your invoice. To avoid any penalties or additional fees, you can take care of the balance now with me."

FTF Non E-ZPass