Offline Notepad View raw

Shared snapshot

Express Payment

  1. Opening Spiel
  2. Request the Reference # from the Customer
  3. Request the Caller's Complete Name
  4. Check if this is the Customer's First Call
  5. Request the Customer's Permission to Put the Line On-Hold to Check KB
  6. Refer to the Related Cases Refer to the Transaction Notes
  7. Check if the Customer's Account is PAN Data and Refer to KB
  8. Thank the Customer for Staying on the Line
  9. Request the Intended Account # from the Customer
  10. Request the Name of the Company/Biller from the Customer
  11. Request the Customer's Permission to Put the Line On-Hold & Check KB
  12. Check Date/Time Sent from the Transaction Details
  13. Create (until Completion) the Case Following the KB Guidelines
  14. Thank the Customer for Staying on the Line
  15. Advise the Customer of the Posting Timeframe
  16. Advise the Customer to Contact the Biller Directly
  17. Closing Spiel