PROFANITY SPIEL

• • 1st Warning – We understand your frustration, and we apologize for any inconvenience caused. As a gentle reminder, we kindly ask that you refrain from using inappropriate language so we can continue assisting you effectively. Maintaining a respectful tone will help us resolve your issue properly. 

• • 2nd Warning – We understand this may be frustrating, but using inappropriate language prevents us from providing further support. Please be advised this is your final reminder to maintain a respectful tone. Failure to do so will result in the chat being ended. 

• • FINAL RESPONSE - We regret to inform you that, despite our multiple attempts to warn you, due to the continued use of inappropriate language, we must end the chat. We hope to assist you in the future when you’re ready to engage respectfully. Thank you for your understanding, and we look forward to helping you when you’re ready. 

SPAM SCRIPT

• • 1st Warning – Could you please let me know if you have any questions or concerns related to JuanPlus? I’ll be happy to assist you.

• • 2nd Warning – I’m sorry, but I won’t be able to assist further if the concern is unrelated to JuanPlus. May I confirm if you have a JuanPlus-related issue I can help with?

• • FINAL RESPONSE - We’ve made two attempts to clarify your concern. Since it appears to be unrelated to JuanPlus, we’ll need to end this chat to assist other customers. Thank you for your understanding, and we wish you a pleasant day.

IDLE SPIEL

• • 1. 1. • • 1st Warning – Sent after 3 minutes (180 seconds)  
              Hi, just checking if you're still online. 

• • 2nd Warning – Sent after 2 minutes (120 seconds) following the 1st warning.
    I haven’t heard back from you. Are you still there?

• • 1. 1. • • FINAL RESPONSE - Sent after another 1 minute (60 seconds) following the 2nd warning.
              Since we haven't received any response from you, I will need to disconnect this chat to assist other customers. If you have any questions, feel free to reach out to us again. Once again, thank you for contacting JuanPlus Support, and have a great day!

HOLD SPIEL

• • 1st – I will need 2 to 3 minutes to check this for you. Please hold for a moment.

  • 2nd – I am still looking into this on my end and will need another 2 to 3 minutes. Thank you for your patience.

  • 3rd - Please allow me another 2 to 3 minutes to review this for you. I appreciate your patience during this   time.

SUP ESCALATION SPIEL

1st Escalation: Acknowledging and Taking Ownership

• • I understand you're requesting to speak with a supervisor, and I completely respect that. However, I want to reassure you that I am fully equipped to assist you with this issue. I’m confident that we can work together to resolve this. I am here to help and will ensure that we find the best solution for you.

2nd Escalation: Taking Ownership and Providing Resolution

• • I’m fully committed to resolving your concern and taking responsibility for this matter. I understand this issue is important to you, and I’ll make sure we work through this together. Let me review the situation and get back to you with a clear update.

3rd Escalation: Discussing the Outcome with Management Review

• • I’ve discussed your issue with our supervisor, and after carefully reviewing it together, the resolution remains the same. Unfortunately, none of us have the ability to override the system at this point. I truly apologize for the inconvenience, but I want to assure you we are adhering to the standard procedure for fairness and consistency.

4th Escalation: Reassurance and Explanation

• • I completely understand your frustration with this outcome, and I want to assure you that your issue has been thoroughly reviewed by both myself and our management team. While we are unable to change the decision, I want to ensure that you fully understand the reasons behind this resolution. I’m happy to provide any further details or clarification you may need.

5th Escalation: Offering Additional Assistance and Next Steps

• • I understand this is a challenging situation, and I’m committed to assisting you as much as possible. Since our supervisors and managers typically do not handle direct chats, I recommend reaching out to us via email at help@juanplus.ph. This will give our management team the opportunity to further review your case and provide a more detailed response. Thank you for your patience, and we’ll make sure to support you through this process.

ACKNOWLEDGEMENT SCRIPTS

Effective acknowledgments let a customer know we heard them, and what they said is important.

• Thank you very much for alerting us about this

• You’re absolutely correct, Sir/Madam

• I appreciate you bringing this to our attention, so that we can deal with this immediately

• I can see where the problem is, Sir/Madam

• I appreciate your patience in this matter.

PROBING QUESTIONS

Probe by asking open and close-ended questions to help you understand the issue better.

Once the CSR has all such information at their fingertips, the situation must next be clarified to ensure that CSR and customer are both “on the same page”.

• Can you tell me a little more about it, please?

• I want to make sure that I really have an understanding of what you’re telling me. What you are saying is___________

• Just to make sure that I fully understand the problem, could you give me an example of what you mean by__________

• Have you experienced anything like this before?

• Has this happened before?

• Could you provide a little more detail on that?

• Do you recall what you were doing when the problem started?

• Have you made any attempts to fix the issue yourself?

• What happened after you tried that?

• Did you see any error messages?

REASSURANCE SCRIPTS

Reassurance is the act of removing someone’s fear or doubt. It’s important, as it helps customers feel confident that their questions and issues will be resolved as efficiently as possible.

• I will help you get this issue resolved

• This is a unique issue, but I am here to find a solution for you.

• I can definitely assist you with that 

• I’ll be more than happy to review the account and make sure this is cleared up.

• Let me check what I can do for you

• Let's find the best solution

• Definitely, I will make certain that this gets resolved quickly for you

• Thank you. We can certainly help you with this.

• Thanks for alerting us to this, we really appreciate your feedback. Now let's look at how we can fix things.

GIVING INSTRUCTIONS TO RESOLVE

When assisting a poker customer, recommend a complete solution and set clear expectations for what happens after the chat ends. Remind them how to track their case and suggest checking their Hand Review and account history to better understand the resolution.

• What we'll do is first… second… third…

• I've reviewed your account thoroughly. Please check your Hand History

• I am on your side and I am here to help. However, that particular bonus cannot be applied to your account.

• What I can do for you to resolve this now is________

• I understand this can be a long process, but we'll need to work together. Stay with me. I promise it will not take more than [time estimate].

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