HAPPY TO SERVE YOU

“Thank you for calling the Express Lanes, this is RICH, may I have your first name please?”

• HOW CAN I HELP YOU TODAY cx name!

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• HAPPY TO SERVE YOU

• Certainly! I'd love to help.
• Surely! It's my pleasure to serve.
• Definitely! I'd be more than willing to assist.

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WITH INVOICE:

• "May I know the SUBJECT attached to your invoice or email so I can help you right away? Thanks!"

NO EMAIL:

• "In order to HELP you right away, could you please provide the account number and license plate number that you are contacting about? Thanks!"

GEN. INQ:

• "For us to proceed with this call, may I have your contact number and license plate number? Thank you!"

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• Your trust in us is our most precious asset.

• We can't thank you enough cx name!

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EMPATHY

• "We understand that MSTAKES can happen."
• "I'm aware of the DISRUPTION this has caused you."
• "I understand that this has been INCONVENIENT for you."
• "I’m truly sorry to hear about your ENCOUNTER."
• "I sincerely apologize for your EXPERIENCE."

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A. Are you willing to wait for a minute or two?

1. Again, could you please hold off for one or two minutes?
2. Another time, for a minute or two, would you please wait?
3. Once more, could you please wait for a minute or two?

B. Thank you for your considerate waiting.

1. Your time is valuable to us. Thanks for bearing with us!.
2. We’re grateful for your patience and understanding!
3. Sorry for the delay. We greatly appreciate your time!

^^^^^^^^^^^^^^^^^^^^^^^^^^^^ REAFFIRM

• "Here's what we can do for you!"
• "Would you be open to exploring some alternative solutions?"
• "I'd be happy to offer you a few possible solutions to think about!"

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PROFANITY

• We do not allow any profaanity in this conversation. If you continue to use inappropriate language, we may have to end the call. (cx name) Shall we proceed to discuss your concern regarding the call?

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NO ANSWER/GHOST CALL

• "I can't hear anything on your end. Can you hear me? "
• "AGAIN, I can't hear anything from your side. Do you read me?"
• "This is the third time I haven't received a response. I will now be ending the call."
• "Thank you for contacting the Expresslanes! Safe Travels!"

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