GUIDELINES FOR CALL

• Use the customer’s name when possible to personalize the conversation and build rapport.
    ◦  Naturally integrate into conversations

▪ OPENING: “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”

• Ask every customer who already has an account in CBO for their contact information and gain consent

◦ “For future contact, please provide an email and phone number.”

◦ Or if listed on the account “For future contact, is the email BLANK and phone number BLANK correct?”

• End customer interactions with a friendly safety message, when appropriate
    ◦ Do whatever seems natural

▪ CLOSING: “Is there anything else I can assist you with? Thank you for contacting the Express Lanes, safe travels!”

• Before closing out communications, confirm you have solved the customers’ issue(s)