We know all about the 5 Keys, but

how do we use them?

When customer says
My mortgage payment was taken twice and I dont know why!
I only made one payment online. Please help!

We normally say
On August 1, 2016, we received and applied $1,000 to your August
2016 payment. On the same day, we also received another $1,000
and applied this to your September 2016 payment. Online payments
are customer-initiated transactions and are password
protected. Therefore, we will not be able to schedule an online
payment for you unless you personally initiated the payment.

To Do The Right Thing, use common sense. Lets give the

customer the benefit of the doubt. He would not knowingly make
2 payments if he only intends to pay one.
Instead, say
Were sorry to hear that 2 payments were taken from your account
unexpectedly. We reviewed your account and saw that two payments
were scheduled to be delivered on August 1, 2016, on 2 separate
occasions:
Date of request: July 29, 2016, at 10 a.m. Eastern Time
Transaction number: 12345678
Deliver by Date: August 1, 2016
Amount: $1,000
Date of request: August 1, 2016, at 5 p.m. Eastern Time
Transaction number: 87654321
Deliver by Date: August 1, 2016
Amount: $1,000
We understand that you did not intend to make 2 payments, and
well be happy to refund you one of them.

By opting for the second response, we:

-

Empathized with the customer

Did not sound condescending
Educated the customer for future reference
Took responsibility and identified the cause of the issue
Offered a solution

Karl M Lariza | CRM - Kana | Mortgage Banking | JPMorgan Chase & Co | 12F Net Plaza, 31st Street,
Zamora Circle, Bonifacio Global City, Philippines