GIFT Official Call Flow Script (If the customer is following up on a case) - Second opportunity to use

Use this script for all calls, regardless of the call reason. cardholder's name

GREETING “(cardholder name), may I please have the case number (or reference
“Thank you for calling Card Services. My name is _________. How may I help number) created for this issue?”
you?”
(Customer provides reason of call in the beginning) PLACING THE CALL ON HOLD
“Do you mind if I place you on a brief hold while I review your
EMPATHY (when needed -- and be sincere) account/notes?”
“I'm sorry you're having trouble using your card / I’m sorry you were
unable to ________.” (If they say yes) “Thank you, (cardholder name)."- Fourth opportunity to use
cardholder's name
ACKNOWLEDGEMENT (Check back with the customer every 2 minutes while they are on hold.)
“Okay, I will be more than glad to ___________.” (When you pick the call back up, thank the customer for waiting.) - Fifth
opportunity to use cardholder's name
NAME
“May I have your name please?" OR "Whom do I have the pleasure of “Thank you for your holding.”
speaking with?"
(If CCA does not pre-populate the card information, press F5. If it still does not (If the cardholder was having issues with using the card, ask the customer
pre-populate...) probing questions relevant to the situation.)

VALIDATE - First opportunity to use cardholder's name “(cardholder name), where did you try to use the card?”
“May I please have the card number on the front of your card? “When did you try to use the card?”
“May I please have the serial number of your card? “What was the amount of the transaction?”
Just to confirm, the card number you gave me was (repeat the number). Is
that correct?” RECAP / RECOMMENDATIONS
(Summarize what you did to resolve the customer’s issue and any proactive
(Repeat the entire card number in chunks of four, a single digit at a time. For product recommendations.)
example: if the card number was 12340, read it as one-two-three-four, NOT
twelve-thirty-four. “0” should also be “zero,” not “oh.”)
“(cardholder name), besides/other than (what you did for the customer), is
there anything else I can help you with today?” - Sixth opportunity to use
cardholder's name
(If caller says yes - repeat steps above) … “Okay, how can I help?”
(If caller says no) …

CLOSING

“Thank you for calling Card Services and have a great

day/afternoon/evening!”