Embedded Files
Ask for mobile number and email address
Spiel: “For us to notify you of updates on your account, may I get your email address and mobile contact number?”
If email address/mobile number is different from our record
If email address/mobile number is different from our record
Spiel: “Also, may I get the (street name/building name/barangay) indicated on the address on your statement of account? Or would you recall where you made your last payment?”
Note: Once identified that its not updated, start updating fuse before pulling up other tools (eg. CV, SPS etc.)
Spiel: “I noticed that your email address and/or mobile contact number is different from our records. Would you like for us to update our records?”
Updating Contact Information
Updating Contact Information
Update Primary Contact Information with this format (FIRST NAME LAST NAME - MM/DD/YEAR)
Agent should ensure that the updated Secondary Contact Number is the same as the Primary Contact Number.
Check the month and year when the Primary Contact Number was updated.
If within 3 months, no update shall be made.
If beyond 3 months, ask the customer if mobile number is still updated. If not, update accordingly. Follow procedure given above.
Is the caller provided the correct information?
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