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Empathy Statements Example:
*“I know that this can be frustrating. Allow me to double-check my resources and let’s see what we can do.”
*“I understand how hard this is for you right now.”
*“I understand how you feel.” I realize how upsetting this must be.”
*“I’m sorry you’re facing this issue.”
*“I’m sorry you are having this problem with your [insert product/ service]. Let’s see what I can do to help the situation.”
Opening Spiel: Thank you for calling MoneyGram, my name is Rachel. How can I help you?
Hold Spiel: Will it be okay if I’ll put you on hold for 2-3 minutes? I just need to check my resources.
Closing Spiel: Again, my name is Rachel. Thank you for calling MoneyGram. Have a nice day!
Ghost Spiel: Thank you for calling MoneyGram my name is Rachel; how can I help you? Since I’m not hearing anyone from the other line, I’ll now disconnect this call. Then, closing spiel.
Sender Refund- The sender is calling
Make sure to ask additional probing questions to select the correct REFUND REASON E.G. ARE YOU SENDING TO A DIFFERENT RECEIVER (NOT APPLICABLE TO SOME REFUND REASONS)
Ask for the reference #. Search and Verify the transaction by simply asking for the complete name of the sender and receiver on the transaction (check transaction and verification for exemptions)
Can I have the reference number, please?
Once done verifying, pull up the customer’s profile. Please, do not ask for the details if there’s no profile e.g. DOB & address, or when you are trying to pull up the profile. Instead, create one and gather the details from the transaction. (check the customer profile for exemptions)
Create a consumer support case to make sure every field is correct. DO it STEP-BY-STEP for you not miss any of the fields. Make sure that the profile that you pulled is correct and attached it to the case. DO NOT FORGET TO CLOSE THE CASE ONCE DONE.
Once done creating the case pull it up again or simply click the green box where it shows the case number. From there, look for the refund button. Are you willing to go back to the same location where you sent the money from?
Check agent restriction by simply going first to the agent locator or country page or other options. Please refer to step 9 of the article
“Transaction will be refunded with a fee. Or if not, “Transaction will be refunded without the fee.”
Provide the reference number. So here’s the reference number. Do you have a pen and paper with you? Key spell the reference number
Kindly bring the reference number with you together with a valid photo ID to the agent location to pick up the refund. And, inform the agent that they are receiving money while MoneyGram is the sender.
And, one way for you to save your time without calling us, you may go to our self-service portal www. Moneygram.com/helpcenter. From there you may cancel the transaction to get a refund, amend the receiver’s name and check the transaction status.
Sender/ Send Agent Amend Ask for the reference #. Search and Verify the transaction by simply asking for the complete name of the sender and receiver on the transaction (check transaction and verification for exemptions)
Can I have the reference number, please?
Check amend history Once done verifying and checking the amend history pull up the customer’s profile. Please, do not ask for the details if there’s no profile e.g. DOB & address, or when you are trying to pull up the profile. Instead, create one and gather the details from the transaction. (check the customer profile for exemptions)
lolCreate a consumer support case to make sure every field is correct. DO it STEP-BY-STEP for you not miss any of the fields. Make sure that the profile that you pulled is correct and attached it to the case. DO NOT FORGET TO CLOSE THE CASE ONCE DONE.
Ask the sender does the receiver remains the same person? Then proceed with asking Can I have your date of birth and your street address, please
Proceed with selecting the amend button inside the case
Good news! I have successfully amended your receiver’s name. Just please advise your receiver to have a valid ID and use the same reference number to pick up the money. And, one way for you to save your time without calling us, you may go to our self-service portal www. Moneygram.com/helpcenter. From there you may cancel the transaction to get a refund, amend the receiver’s name and check the transaction status.
Transaction Receive- Problem Troubleshooting
I’ll be asking a few questions to identify what seems to be the problem as to why your receiver can’t pick up the money.
Does your receiver tell you if they receive any error message/s when trying to pick up the money?
Could you please tell me the destination country for this transaction?
Check the destination country for any restrictions. e.g. if they are capable of receiving money. (DO NOT ASK YOUR SENDER)
How would you like your receiver to pick up the money? Is it like cash pick-up?
Could you please spell out for me your receiver’s name? Ask the sender Does your receiver tried to pick up the funds from a different location? If YES, please advise your receiver to go back to any MoneyGram location and have the receiving agent call us for further assistance. IF NO, please advise your receiver to collect the funds from a different location. In the event that they can’t still pick up the money, have the receiving agent call us directly. Please advise your receiver to have a valid ID to collect the funds and names on the transaction should match on the ID.