📋

Call Handling Reference Guide

Banking App Technical Issues

SummitWebCraft

AI-Powered BPO Solutions • bpowithswerve.summitwebcraft.co.za

Reference Guide v1.0

Customer Service Excellence

Handling Technical Issue Calls

Banking App Crash Scenario

Difficulty: Intermediate Duration: 8-12 minutes

🎯 Scenario Overview

A customer's mobile banking app crashes every time they try to make a payment. They have missed an important deadline and are frustrated. Your job is to calm them down, investigate the issue, and provide a resolution.

Customer State

  • • Frustrated and angry
  • • Waited 20 minutes on hold
  • • Missed payment deadline
  • • Incurred late fee (R500)

Technical Context

  • • Known issue with Android 14
  • • Fix rolling out in 24 hours
  • • Alternative: USSD or web portal
  • • Customer tried reinstalling twice

⚡ Quick Reference: The 7-Step Flow

👋
Greet
👂
Listen
🔐
Verify
🔍
Investigate
💡
Solve
💰
Compensate
✅
Close

Remember: Empathy first, then solution. The customer wants to feel heard before they want to be helped.

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📝 Standard Operating Procedure (SOP)

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1

Greeting & Acknowledgment

Greet professionally, acknowledge wait time, express empathy for frustration

Example: "Good day, thank you for your patience. I sincerely apologize for the long wait. I can hear how frustrated you are, and I want to help resolve this for you."

2

Active Listening

Let customer explain fully without interruption, take notes, confirm understanding

Example: "I understand the app is crashing when you try to make payments, and this has caused you to miss an important school fees deadline. Is that correct?"

3

Verify Account

Politely verify customer identity (ID number or account number)

Example: "To assist you securely, may I please verify your ID number or account number?"

4

Investigate Issue

Ask clarifying questions: device type, OS version, when issue started, error messages

Example: "To help me investigate, could you tell me what type of phone you are using and when this issue first started?"

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📝 Standard Operating Procedure (continued)

SummitWebCraft

5

Provide Solution

Offer clear resolution with timeline. If known issue, inform customer. Offer alternative payment methods.

Example: "I can see this is a known issue affecting some Android devices. Our technical team is rolling out a fix within 24 hours. In the meantime, I can help you complete this payment via USSD or our web portal."

6

Address Consequential Loss

Acknowledge financial impact, offer to escalate for goodwill credit or fee reversal

Example: "Regarding the R500 late fee you incurred, I will escalate this to our customer care team to review a goodwill credit to your account."

7

Confirm & Close

Summarize actions taken, confirm customer satisfaction, provide reference number

Example: "To confirm: I have processed your payment via USSD, and escalated the late fee for review. Your reference number is SR-12345. Is there anything else I can help with?"

💚 Empathy Statements Toolkit

Acknowledging Frustration

  • "I completely understand how frustrating this must be."
  • "I can hear how upset you are, and I don't blame you."

Taking Ownership

  • "I'm so sorry this has happened to you."
  • "Let me take personal responsibility for getting this sorted."
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🚫 Common Mistakes to Avoid

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Don't Say

  • ❌ "That's not our fault."
  • ❌ "Have you tried turning it off and on again?"
  • ❌ "I'll need to put you on hold."
  • ❌ "There's nothing I can do about the late fee."
  • ❌ "Can you repeat that? I wasn't listening."

Say This Instead

  • ✅ "I understand this is our issue to resolve."
  • ✅ "I see you've already tried reinstalling - thank you."
  • ✅ "I'm going to work on this while we talk."
  • ✅ "Let me escalate the late fee for a goodwill review."
  • ✅ "Just to make sure I have this right..."

📊 How You'll Be Scored

Your roleplay performance is evaluated on three key areas. You need 70% overall to pass.

Empathy

35 pts
  • • Acknowledged frustration (10)
  • • Apologized sincerely (8)
  • • Used empathy statements (7)
  • • Not defensive (5)
  • • Showed concern (5)

SOP Compliance

35 pts
  • • Proper greeting (5)
  • • Verified identity (5)
  • • Troubleshooting Qs (8)
  • • Accurate info (7)
  • • Alternatives offered (5)
  • • Reference number (5)

Resolution

30 pts
  • • Payment resolved (10)
  • • Late fee addressed (8)
  • • Timeline set (5)
  • • Customer satisfied (7)

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bpowithswerve.summitwebcraft.co.za • magellandigital.co.za

Created with Swerve AI Training Platform

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