Eliandken1016#

Would you mind repeating that for me please?

If you can repeat that for me please, and this time. A little bit slower, I’d appreciate that

I guarantee you

Oh I’m so sorry to hear that, that must be really hard for you!

Hold on, Ma'am/Sir, I understand this is frustrating for you and I will do my best to help you with this but I cannot do my job if you attack me personally , now would you be willing to stop calling me names so that I can help you or would you prefer to have a few moments of your own and then we’ll talk later

Absolutely understandable so what I will do now is to consult

We have seen 9 similar cases as this one

I have checked your account

For this reason

And we would have gladly given you PVC, but we have seen from your claim that there was no letter of dispute received

Please be warned we cannot tolerate this type of language. If you keep using profanities and keep attacking me personally I will disconnect this call, I believe I have explained everything you need to know. When the customer experiences an inconvenience we are more than happy to help you resolve it but since

“ But at this point “

I totally understand your frustration. I know it might seem trivial but its a necessary step to pull up your details for the verification process. Now let me go ahead and help you resolve this issue.

Oh I can see why you’d be upset especially with this unauthorized transactions. I will do my best to help you with this though

I know this isn’t the outcome we wanted but we’ll make sure to get this taken care of

Thankyou for your understanding. It’s been my pleasure assisting you today. Is there anything else than I can help you with today?

My apologies, [Customer Name]. I know that must be frustrating. Let’s go over exactly what happened so I can fix this for you.

I’m very sorry to hear about your experience, [Customer Name]. I know we can get this taken care of. Let me see if I understand the situation correctly before we move forward. [Agent restates the problem.]

I understand your frustration, [Customer Name], and I will do everything I can to resolve this for you as quickly as possible.

I appreciate you bringing this issue to my attention, [Customer Name]. I apologize for the inconvenience and will get this resolved for you immediately.

Okay, got it! Is it alright if I put you on hold for a moment to look into that?

I’m sorry you’re experiencing this issue. Let me put you on a brief hold while I check with [department].

Understood. Give me just a moment to transfer your call to [department or agent].

Thank you again for calling [Company Name]. Have a wonderful rest of your day!

I’m glad we could take care of that for you, [Customer Name]. If you have any other questions, please let us know. Have a great night!

Thank you for your call, [Customer Name]. Enjoy the rest of your day!

Thank you so much for your patience. I want to assure you that this is a top priority, and I’m escalating the issue to my manager. You can expect an update from us within 24 hours.

I’m truly sorry that we weren’t able to resolve this today. We are going to [explain the next steps] to fix this ASAP.

Perfect! I’m so glad we could get that figured out for you.

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