SUP CALL / PROFANITY / GHOST Spiel

GEN. INQ: For us to proceed with this call, may I have your contact number and license plate number please? Thank you!"

WITH INVOICE/EMAIL: "May I know the SUBJECT attached to your invoice or email so I can help you right away? Thanks!"

NO EMAIL: "In order to HELP you right away, could you please provide the license plate number that you are contacting about? Thanks!"

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Your trust in us is our most precious asset. We can't thank you enough!

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EMPATHY

• "We understand that MSTAKES can happen."
• "We understand that this has been INCONVENIENT for you."
• "We sincerely apologize for your EXPERIENCE."

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1. Are you willing to wait for a minute or two?
2. Again, could you please hold off for one or two minutes?
3. Once more, for a minute or two, would you please wait?

B1. Thank you for your considerate waiting. B2. We’re grateful for your patience and understanding

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REAFFIRM

^ "Here's what we can do for you!" ^ "I'd be happy to offer you a few possible solutions!"

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PROFANITY

• "We do not allow any profanity 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?"

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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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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. However, I am also trained with the process and I can take a look at your account now and assist you."