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  • Scenario 8

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    Frinces Marvida
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    The caller called their bank to check their account balance but did not have their account number. The CSR asked for identifying information to look up the account and verify the caller's identity. The CSR then informed the caller that the balance is $395 as of today, but an older bill the caller had only showed $300. The CSR determined the older bill was from July 2020 and offered to send an updated balance to the caller's email.

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    The caller called their bank to check their account balance but did not have their account number. The CSR asked for identifying information to look up the account and verify the caller's identity. The CSR then informed the caller that the balance is $395 as of today, but an older bill the caller had only showed $300. The CSR determined the older bill was from July 2020 and offered to send an updated balance to the caller's email.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    3 views2 pages

    Scenario 8

    Uploaded by

    Frinces Marvida
    The caller called their bank to check their account balance but did not have their account number. The CSR asked for identifying information to look up the account and verify the caller's identity. The CSR then informed the caller that the balance is $395 as of today, but an older bill the caller had only showed $300. The CSR determined the older bill was from July 2020 and offered to send an updated balance to the caller's email.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 2

    SCRIPT 8

    CSR: Thank you for calling ABC Bank, how can I be of service
    to you today?
    CALLER: Yes, I just want to know the balance of my account?
    CSR: Can I have your name please?
    CALLER: My name is…….
    CSR: Can you provide me your account number please?
    CALLER: I don’t know what it is?
    CSR: Do you have any previous bill with you ma'am?
    CALLER: Yes.
    CSR: Your account number is located at the top right-hand
    corner of the bill statement. It’s a 9-digit code.

    CALLER: Ok, the number is …….


    CSR: For verification purposes, May I please have your date of
    birth?
    CALLER: It is ….
    CSR: Thank you, Please stay on the line while I check your
    account in our system..

    CALLER: Ok
    CSR: Thank you for patiently waiting. As of the date today, your balance
    is $395

    CALLER: Ok, why does this bill reflect only $300.00

    CSR: May I please ask for the date posted on the bill that you have
    right now?

    CALLER: Ok, it says here July 2020.

    CSR: Ma'am / Sir, apparently that is an old bill. We will be sending you
    a new bill on your email. May I please verify your email
    address?

    CALLER: Ok. Thanks a lot. My email address is ….

    CSR: Thank you for that information. Is there anything else that I can
    help you with today?

    CALLER: Everything is fine.

    CSR: Thank you for calling and have a great day.

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