Call Verbiage Flashcards
Call recording disclosure:
“This call may be recorded, monitored, and analyzed for compliance and to improve our systems.”
Card Replacement
“First, I want to put your mind at ease….you have 100% FRAUD Protection on this card so you don’t have to worry.”
Pay by Phone
“Thank you for making this account a priority, I really appreciate that”
“Great, I appreciate you taking time out of your day to make this payment with me.”
Balance Inquiry
“Yes, and I’m going to make this quick and easy for you and get you back to your day.”
Travel Out Of Country
“Sounds exciting, I’m glad you’re carrying this card with you…it’s a GREAT way to earn more rewards.”
Billing Inquiry / Dispute Charge
“Sorry to hear that happened, I’m glad you used this card for the purchase…I’m going to make this simple & easy for you.”
Change of Address
“Thank you for ensuring that we have the correct information on file for you.”
“Sounds exciting and very busy, let me take care of this quickly for you so you can get back to taking care of everything.”
Add an Additional
“GREAT! Thanks for getting ______ a card I know he/she will enjoy it!”
“I appreciate you bringing ____to the Amex family with you.”
Why Decline
“I understand your concern; no one wants to be declined and I want you to be able to use this card. Let me check your account and see what happened.”
Increase LOC
“That sounds exciting; more Line Of Credit also means more rewards you can earn with this card.”
Redeem MR Points
“I’m glad to see you taking advantage of this great feature on your card!”
I would like to get my balance
Thank-you for making your account a priority.
I need to make a payment
Thank-you for taking time out of our day to make this payment with me.
I need to change my address
Thank-you for ensuring we have the most accurate information on file for you.
I want to cancel my account
I hate to hear that…as I don’t want to lose you.
I returned a TV to Target and the credit isn’t showing yet
I can understand as I wouldn’t want to pay for a TV that I returned to Target either.
I see a late fee on my account
I can understand your concern with seeing a late fee on your account….especially if you weren’t expecting it.
I want to add my spouse/partner to my account
Thank-You for adding your spouse/partner to your account. I’m sure they’re going to enjoy this card!
I’m going to Italy
That sounds exciting! Thank you for taking your Amex card to Italy with you!
I didn’t get my bonus points
I know how important points are. I would be concerned if I didn’t get them also.
I want to change my due date
I understand having the right due date is important
Don’t know the answer to question
“Excellent question, let me make sure to get the most up to date information on that for you”
