excuses reasons that mean the same thing to make the customer accept the callback
1. oh! so the problem is that you can't access the online policy account? it's an IT issue sir shall we arrange a more appropriate person to assist you on this?
2. i see. it's the myshieldplus/eldershield/wealthcreator/hisherassurancegold/enhancedlivingassured policy you are on uh? can we arrange a callback to attend more specifically on this policy to you? customer: u mean u can't check from here my outstanding amount? me: (yes because i'm just a temp but i'm forbidden to tell you i'm a temp so i'll just tell you-->)the outstanding amount is in another system which is just across the desk so can we arrange a callback with someone more appropriate to quote you on this?
3. so you want to know if we have received your check/form is it? can we arrange a callback to check with the backroom if your mail has been received?
4. ah! i see~ you would like to know how much is foregone if you surrender your policy! can we arrange a callback to attend to you on the surrender values of the policy?
5. policy status/maturity date/giro deduction date/premium paid--> quote excuse #2. change story to said concern
6. customer: i'm calling from malaysia Ah. Ermmm i have received your email on the opt out forrmm, but the problem is that uh the print Ah, in the print-out form is very faded! can i fax you instead the opt out form?
me: (er.. err.. how to use the fax machine? how to receive. can just liddat receive from customer one not? the opt out form.) OH~ so you cannot print it out because the print is very light IS IT.. can we arrange a callback to check on the form and see if we can do a fax receive for it. maybe resend if need be. (say like stating not asking)
tip is repeat everything he say. so i can think of what story to tell... good pay for a slacking job..
posted by me @ 9:15 pm
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