Mock call

Loren.21

Card services this is Elora, how may I help you?

Acknowledgement: I'm sorry to here that, let me go ahead and assist you po Let me go ahead to assist you po ma'am

CH#: CH Name: PID: Concern: Signature:

PID: For account security lang po may I know: CUEXP- What other credit cards do you have with BDO? CDACC- What is the name of your active supplementary? ACINQ- How much was your last payment? ACINQ- May I know the last school you have attended?

ACINQ- May I have the embossed name on your card? ACINQ- What is the name reflected on your card? ACINQ- May I ask for your complete billing address?

Holding Spiel: May I place the call on hold for ___min, to check your account lang po .

Thank you for patiently waiting po, sorry for the long hold.

• Is there anything else that I can help you with?

• RECAP

Closing Spiel: Thank you for calling BDO.