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MY SPIELS

“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 ^ Certainly! I'd love to help. ^ Surely! It's my pleasure to serve. ^ Absolutely! At your service. ^ Definitely! I'd be more than willing to assist.

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"May I know the SUBJECT attached to your invoice or email so I can help you right away?" "In order to HELP you right away, could you please provide the account number and license plate number that you are contacting about?"

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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 ^ "I understand that this has been inconvenient for you." ^ “I hear what you’re saying. It can be really frustrating." ^ "We understand mistakes happen" ^ "I understand how frustrating that must have been." ^ "I want to get to the bottom of this as much as you do." ^ "I’m truly sorry to hear about your experience.

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THANK YOU FOR WAITING ^ Thanks for bearing with me. ^ Thank you for your considerate waiting. ^ Your patience means a lot. ^ Sorry for the delay. ^ I appreciate your patience in this matter. ^ We’re grateful for your patience and understanding

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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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FMAT: NO INVOICE / NO VIOLATION ^ FMAT Offer:

"WOULD YOU LIKE TO REGISTRER FOR OUR FUTURE Missed a Toll notification? In case you travel again in the future, we will send you an email before it progresses to an invoice. ^ FOR Non E-ZPass: "TO PRPARE FOR YOUR FUTURE TRAVEL on the Express Lanes. You can open an E-ZPass account or sign up for Missed a toll email notification. VA E-ZPass As a Virginia E-ZPass account holder, you can also contact your E-ZPass agency to sign up for a range of email and text notifications about your account."

MAT: WITH INVOICE & VIOLATION ^No Violation:

"The toll amount should be ready for payment within 48 hours of your trip and you can make payment within 5 days for a missed toll before an invoice to be issued. DMV Look up We show xxx trip/s from date to date taken on 495/95/395 Express Lanes with $1.50 administrative fee per trip. To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

^^^^^^^^^^^^^^^^^^^^^^^^^^^^ SUP CALL ^ "I'm sorry to hear about your experience with us. I understand that you'd like to speak with our supervisor. I'm also trained to handle Express Lanes accounts, I can take a look at your account now and assist you" ^ "I understand that you would like to speak to my supervisor but I am also trained with the process and I can take a look at your account now and assist you." ^^^^^^^^^^^^^^^^^^^^^^^^^^^^

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?^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 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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$12.50 ADMIN FEE = INVOICE 1 $25.00 TOLL FEE = INVOICE 2 INCOLLECTION = REFER TO COLLECTION

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$12.50 ADMIN FEE = INVOICE 1 $25.00 TOLL FEE = INVOICE 2 INCOLLECTION = REFER TO COLLECTION

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▬ FOR REVIEW PLEASE AFTER THE CALL CX received an email about MAT. Upon checking three (3) times in CBO on my end, there was no record. So CX requested no further info. However, after the call, I tried to checked again if the LPN CX gave will appear. In my surprise, CX has five (5) violation on i-95.

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