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EMPATHY
"I'm glad you came to us for help and I'm here to help you find a solution"
"I'm happy to help you with this concern. Let me look into this for you. "
"We're going to find the solution to this problem together"
"I want to let you know that ill be researching your issue for a short bit here, so don't worry"
SETTING PROPER EXPECTATION ON ASSURANCE STATEMENT
"I will try my best to help you solve your problem"
Acknowledge spiel
Thank you for bringing this into our attention Thank you for asking Thank you for having interest
IVR verification Name and DOB *If they were able to provide the correct verification, internal notes and will show CALLER VERIFICATION SUCCESS.
IF VERIFICATION FAILED Ask their name and DOB
*IF WRONG NAME AND DOB Unfortunately, some of the information that you provide doesn't match what we have on file.
*CHECK DRIVER'S LICENSE
After verification
Thank you for providing your information.
MAJOR CONCERNS we SUPPORT / PRIORITY MAJOR CONCERNS we SUPPORT / PRIORITY ACCOUNTS, PAYMENTS and TRIPS BLUE, GOLD, PLATINUM thank you for bringing this into our attention thank you for asking thank you for having interest Drivers/ earners/ independent business people IVR verification name and DOB *if they were able to provide the corrrect verification, internal notes will show CALLER VERIFICATION SUCCESS VERIFICATION FAILED Ask their full name and DOB. If the driver failed or provided the incorrect info, Unfortunately, some of the information that you provide doesn't match what we have on file. and then ASK THE DRIVERS LICENSE NUMBER. sign on drivers account, search document, view drivers license, ask for drivers license number. "Caller verification FAILED" *Give the Driver 2 chances to ID themselves *Unfortunately, since I am unable to verify the account, I will not be able to discuss any account of trip details."