-sequence
-step-by-step process
-structure/system

1. Opening spiel - "Thank you for calling coinstar customer service, my name is Jules, how can I help you today"

2. EAR (Empathize, Acknowledge, Reassurance) - responses listen to what the customer has to say. 

3. Ask for name and store number
(confirm by repeating)

4. ask probing questions
close questions - answerable by yes or no
open - requires long answer

5. Resolve - mention reference number 

6. Is there anything else?

7. closing spiel - "Thank you for coinstar customer service, this is Jules, have a great day"

11.9% CHARGE FOR THE TRANSACTION!!

- APPLIES TO ALL TRANSACTION

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EAR - (Empathize, Acknowledge, Reassurance) 
- beyond words

Empathy -relating to the customer

Acknowledgment - validating the customer's concern.

Reassurance - securing and comforting customer with description how you'll solve the problem for them. 

for customer loyalty - retention
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POWER WORDS:

-awesome
-amazing 
-nice 

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MANNERS

- please
-thank you
- sorry

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2 REASONS WHY A CUSTOMER CALLS

1. Practical needs
2. Personal/Emotional Needs

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if s is in between two consonants pronounce as Z

6-Z
5-S

TH - unvoiced (hissing sounds)
TH - voiced (buzzed sounds)

VOICE - the sound that comes of larynx
SPEECH - the message behind
LANGUAGE - (ex: sign language)

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LIAISONS AND GLIDES

T+Y = CH
W - when words is pronounced with a rounded jaw add a "w" a sound at the end. 

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pitch - highness or lowness of the frequency of the voice

volume - loudness of a sound

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SING-SONG INTONATION - opportunity for learning for Filipinos.

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debris - without S

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CIN -Q app

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STUCK KIOSK

- transaction receipt
- ask the customer if they have access to the app and check if the transaction is successful.
- incident report "the kiosk will be audited for checking and investigation - ask for email
- you shall be refunded after the review

VOUCHER DECLINED
- ask for voucher details
-verify if the voucher is expired or have been redeemed.
- if not and the store still refuses you can escalate or file a report on this.

OTP/CODE/EMAIL PROBLEM
- verify the customer's email address
- transaction details
- check the spam/draft folder
- confirm processing status
- escalate for further review

REFUND AND AMOUNT CONCERNS
- listen first
- review the reason for refund 
- tell customer the refund policy
- provide the reference number if still insistent 

KIOSK LOCATION
FEE COMPLAINT
- apologize
- 11.9% fee

WRONG AMOUNT
- 11.9 fee - transactioncharge

***