Embedded Files
Reminder: Stay professional with customers. Escalate if needed—your attitude reflects the team. Let’s lead with respect.
Email Address/ Phone number Update
Email Address/ Phone number Update
Description: Customer requests to update email address / phone number on file
If a customer requests to update their email, phone number or both email and phone number, please follow the steps below:
Fetch the required details from the customer.
Transfer the call to the "Address Verification VM."
Instruct the customer to drop the following details in the voicemail:
Name
Preferred time & number for callback
Inform the customer that they can expect a response from the team within 24 hours.
Important Note: Do not update the customer's email or phone number yourself under any circumstances.
Your adherence to this new process is crucial for ensuring data accuracy and maintaining security protocols.
Thank you for your attention and cooperation.
Suggested Note Template:
Reason of Call: Email / phone number update
Action Taken: Asked for the email old _____new_____. and phone number old ______new ______. (Free Flow)
Suggested Scripts:
Customer: I want to update my email address/phone number on file with you.
Agent: Certainly, I can assist you with that update. May I have your current email address and your current phone number, please?
Customer: My current email address is [current email address] and my current phone number is [current phone number].
Agent: Thank you for providing that information. Could you please share the new email address and new phone number you'd like to update in our records?
Customer: My new email address is [new email address] and my new phone number is [new phone number].
Agent: Thank you for providing the details. I will have to transfer you to our Address Verification Department, or to the designated department, which will be able to update this for you, including the details you gave earlier. Once I transfer you, kindly leave your name, preferred time, and a number for callback. Please expect a response from the team within 24 hours.
Default Billing & Shipping Address Update
Default Billing & Shipping Address Update
Description: Customer requests to update default Billing & Shipping Address on SLC Profile.
Tools Needed: AMS
Steps:
Verification Process (Customer's Name) & email address (if cx doesn't have any email address)
Acknowledged reason for the call: To Update the email address on the profile
Asked the customer's new/current shipping Address. Confirm if it's his/her updated Billing address as well then set both new addresses as the default shipping and billing address.
Make sure to Deactivate the rest of the addresses on file except those default ones.
Ask customer's cable provider.
Deliver Resolution- Inform that you have successfully updated and set the new address as the default shipping/billing Address. Don't forget to include in your notes the old default address and the new one. Also, include in your documentation all addresses that you deactivated.
Educate the cx about our self-help option available via the online/Shop LC website.
Ask for further assistance before delivering a personalized closing spiel.
Suggested Note Template:
Reason of Call: Account Update
Action Taken: Updated default Shipping and billing address from _____to_____. deactivated addresses ______. (Free Flow)
Suggested Scripts:
Email Address confirmation (if cx doesn't have any email address)
"Could you please provide an email address for us to send order confirmations and updates? Thank you!"
Ask customer's cable provider
"For marketing purposes, How do you usually tune in to ShopLC?"
"For marketing purposes, are you using a cable or satellite provider, or are you watching via antenna?"
Self-help sample script from QA.
"I'm glad I could assist you with updating your profile. I also want to introduce you to our new online feature: updating your addresses to your profile is now easier than ever. The process is straightforward, with clear step-by-step instructions. Just hover over your name, go to Profile, navigate to Address Book, add a new address, and follow the prompts from there. If you need any help with this, please don't hesitate to reach out!"
"I'm pleased to have helped you update your account. By the way, You can now easily update your address in your profile using our user-friendly online feature. Simply go to your Profile, select Address Book, add a new address, and follow the prompts. If you need assistance, feel free to reach out to us!"
Adding & Removing Credit Cards on File
Adding & Removing Credit Cards on File
Description: Customer request to add a new credit card on the profile
Tools Needed: AMS
Steps:
Verification Process (Customer's Name) & email address (if cx doesn't have any email address)
Acknowledged reason for the call: To Update the credit card on the profile
Ask for the new credit card details (Mask the call only when the customer provides the whole card number).
Kindly ask if the new credit card will be her/his default card on file. You may also ask if the customer will be using the said card for her future payments under Budget Pay (if there are any pending BP payments).
Educate the customer about our self-help option is available via online/ShopLC website.
Verify if customer wanted her old credit card/s to be deactivated. If so, Kindly deactivate the old credit card on file.
Ask for further assistance before delivering a personalized closing spiel.
Suggested Note Template:
Reason of Call: Account Update
Action Taken: Added cc# and set it as the default card. (Free Flow)
Suggested Scripts:
Email Address confirmation (if cx doesn't have any email address)
"Could you please provide an email address for us to send order confirmations and updates? Thank you!"
Ask for the new credit card details
"May I have the credit card details?. You may start with the Name on the Card... the expiration date... And the Billing address is... (Mask) Go ahead with the card number."
"Are we you going to set this credit card as the the default one in your profile?"
"Are we good to set this as your default card on your upcoming BP payments?"
Self-help sample script from QA.
"I'm glad I could assist you with updating your account. I also want to introduce you to our new online feature: adding your new credit card information to your profile is now easier than ever. The process is straightforward, with clear step-by-step instructions. Just hover over your name, go to Profile, navigate to Payment Details, add new card details, and follow the prompts from there. If you need any help with this, please don't hesitate to reach out!"
"I'm pleased to have helped you update your account. By the way, You can now easily add your credit card information to your profile using our user-friendly online feature. Simply go to your Profile, select Payment Details, add new card details, and follow the prompts. If you need assistance, feel free to reach out to us!"
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