- Get an understanding of the issue that the customers calling about repeat back to the customer the issue with “I will be glad to help you—”
- customer: my toll-free number is not working and I do not know why
- Rep: I will be glad to help you— find out why your toll-free number is not working
- retrieve and verify account information
- verify first and last name
- verify e-mail address on file
- verify address –update address if not complete
- Fix customers issue
update payment information—
- always check the account to see if active credit card exist.
- If no active credit card exist ask customer to update payment information.
- Also ask to run the credit card for minimum $25 prepayment.
“Would you mind if I ran this payment method for our normal $25 prepayment? This lets us know that your card is working correctly and also ensures that you have a pre-spinning limit on file to prevent your service from being disrupted”