BASIC SPIEL

Opening statement:

• “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”

Gathering information:

• “Thank you!” May I please have the license plate number you are calling in reference to, today?”

• (Repeat the information (LPN) provided by the customer.)

• (Pull up the account using the information provided.)

• (Once pulled up.)

Verification of the account: -“Please verify the complete name and address as shown on the invoice you received”.

• (Once Verified.)

• Thank you for verifying the account.”

• or if listed on the account, ‘

• Is the email address _____ and the phone number ____ correct?

• (Confirm the email address and contact number provided in order for us to check if we got the contact information correct.)

• (If customer provided Email Add/or have existing Email on the account, Offer FMAT.)

Would you like us to enroll you to our future missed a toll notification program? In case in the future you travel, we will notify you via email for your trip prior to sending you an invoice.

Assistance of call:

How may I assist/help you today”?

• Restate:
• (Use proper restate response.)
• It will be my pleasure to assist you with _______.
• I understand your concerns regarding ________. It will be my pleasure to assist you with ________.

Education (future travel):

Non EZPass

• To prepare 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 EZPass-

• 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.

• In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

OOS EZPass -

• In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

Closing statement:

• Are there any other concerns I can assist you with today?
• Thank you for contacting the Express Lanes, Safe travels!

///////////////////////////////////////////////////////// ///////////////////////////////////////////////////////// /////////////////////////////////////////////////////////

A: “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”

C: “Thank you!” May I please have the license plate number you are calling in reference to, today?”

• (Repeat the information (LPN) PHONETICS)
• (Pull up the account using the information provided.)
• (Once pulled up.)

A: A1: “Please verify the complete name and address as shown on the invoice you received”.

• (Once Verified.) Thank you for verifying the account.”

A2: or if listed on the account, ‘ Is the email address _____ and the phone number ____ correct?

/////////////////////////////////////////////////////////