• 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)