Emotional responses :)

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  1. Please cast your vote out of which response you feel best assist this customer with emotional needs. ( Customer missed a payment on their credit card)
    I understand where you are coming from. As a customer myself, I can also relate to missing a payment. Let's get this issue resolved right away! Would you like for me to register you for our text payment reminders or explore other options regarding available automatic payment plans?
    I'm glad to help you with your needs, i was just in the same boat lets resolve this as quickly as possible for you
    I totally understand your frustration, I'd be worried as well. Let me see what I can do for you. I just recently dealt with a similar situation. Let's start by pulling up your account and making this a better day for you
    we apologize for the frustation this late fee has caused you,however the last payment we received was x date, our policy is to issue out late fees


  1. Please cast your vote out of which response you feel best assist this customer with emotional needs. (Customer missed the expiration date of offer mailed out.)
    we're sorry about your frustration, however the offer expired last week and missed the 3 day leverage period.
    I can see how that is concerning but I'll be more than happy to see what we can do.
    Thank you for reaching out to bring this to our attention Mr/Mrs customer. I know how frustrating an expired card can be. Please let me do my best to find out if this offer is still available in timely manner. And, if not, would it be okay for me to explain other offers that are similar to that or meet your preferences.
    I truly apologize and understand the inconvenience, this happened to me once before and I personally understand the frustration. I'd be more then happy to assist you with a new application over the phone, or if it's more convenient your more then welcome to apply online.





ARC Smart
AZ