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hi welcome back to my channel in today's video we're going to continue season two of mock call practice aka call listening because i know i haven't continued the two videos that i had in that series so the next two videos after this video which means next friday and next next friday are also going to be mock call call listening videos so that we can complete that season two before you move on to another content type now make sure you watch until the end of the video because i'm gonna have discussion points and i think it's best to watch the discussion first so that you'll know exactly what questions to ask because in my previous videos there were questions and comments about something that i've already discussed in the videos now if you're ready let's begin welcome to abc express my name is ella may i have your credit card number it's 4288-5612-1289045 thank you so much can i have your full name please alexandra graham hi ms graham how can i provide you with excellent service today i went to tiffany's earlier today and the lady told me that my card is not working it says invalid i'm not sure what's happening i'm sure i have enough money in there i am so sorry to hear about this inconvenience with your card let me check your account to see what happened for account security may i have your date of birth and mother's maiden name march 16 1979 mother's maiden name is angelina lane thank you i'll be silent for a minute while i go over your account but if you have questions feel free to interrupt thank you miss graham thank you for waiting may i know how much you're trying to charge on your card it's one thousand six hundred ninety nine i see up unchecking currently your card's available credit is one thousand three hundred forty nine dollars and forty five cents and this is the reason that the car did not work it was actually declined because it's already over the credit limit what do you mean it's over the limit i checked just last night and i still have around two thousand dollars you're right about that at the end of the day yesterday though there's a big amount that got charged from easy insurance for six hundred fifty dollars and fifty five cents so if you just purchased at tiffany's early today the card limit was 1349.45 which was not enough for the purchase oh my goodness i totally forgot about that payment i understand automatic payments like this often get overlooked rest assured though that there's nothing wrong with your card a payment just needs to be made so that your purchase amount will be covered you can also make a stag repayment if allowed and just charge what's left on your card then pay the rest in cash right i'll think about that thanks i'm glad to help ms graham have i addressed all your concerns today you definitely have good to know that thanks for calling abc express have a beautiful day and that was the end of the call now for our discussion i'm not going to discuss anymore the opening empathy verification or authentication procedure as well as the closing spiel because i've already discussed those things in detail in our video playlist just go ahead and look up breaking down the call flow or i'm going to link it up there so go ahead and check it out after this video so let's start our discussion with the concern of the customer and how the agent helped her resolve that concern obviously the first thing that you'd want to know is why the card was not working or why was it invalid right now keep in mind that customers will just tell you what the sales lady or the cashier tells them and they will not really say anything about the card anymore because they don't have any idea they don't have the system to check what's going on so if the sales lady or the salesperson would just tell them that it's not working or ma'am can you give me another card so we can try it that's it they won't really have any other information or idea about it so it is your job or responsibility to dig deeper and find out what's really costing the card to not work there are so many reasons that the card will not work and you will probably have a list of those reasons in your knowledge base or your job aid and you can definitely see that as well on your system if your system is good enough it will be easier for you to see the reason as soon as it shows on your system but in most cases of course you still have to probe and ask more questions so that you'll get to the bottom of it all because sometimes even though your system shows that say the card is deactivated it will not show detailed information about why it is deactivated it will only show possible situations or scenarios that caused the deactivation or that caused the decline of the card now a quick explanation about what happened to the card it was over the limit because the customer did not realize that there was a big ticket item that got charged the day before she made a purchase at tiffany's now in the u.s automatic payments like those are very common so in the customer's case it was for easy insurance these companies would usually take the money out from bank accounts automatically on a certain schedule so say it's quite scheduled on the 15th of the month and it will be taken out automatically meaning they sometimes might forget the due date of the payment which is what exactly happened to the customer in our situation if you're working in a banking or financial account this will come in handy let me just quickly show you how transactions usually appear in a customer's bank account on the left side column you will start with the date and then the transaction type the description or the merchant's name the amount as well as the available credit now this may look different in other accounts so please know that this is not exactly how it looks in all accounts of course it's going to be different but the similarity is that you have different columns with all the necessary information that you need to know about the customer's account usually when you read transactions it has to be line by line by line so as not to confuse your customer you'll have to start from the very last transaction that the customer remembers that means the customer has two thousand dollars left to use in the credit card account then you can say last march 19 you have an automatic payment from easy insurance for 650.55 that left your available credit to 1349 and 45 cents as you notice you're walking the customer through right because this was the payment that the customer forgot which was the auto payment that the agent was trying to help the customer remember and then the next day the customer was trying to make a purchase at tiffany's for 1 699 but then the credit available was only 1 nine dollars and forty five cents so if you take out your calculator that's one thousand three hundred forty nine dollars and forty five cents minus one six nine nine that is a total of 349 dollars and 55 cents so the customer is short of 349 dollars and 55 cents in order to make the transaction for 1 699 now take note that in most cases when the transaction did not go through such as what happened to tiffany's um for the amount of 1 699 it will normally not show you this line item on the customer's account so you'll have to imagine that now since the customer only has 1 349.45 left to use then if the amount is 16999 it's already obviously more than the available credit which means the card will be declined because there's no enough money to cover that certain amount the customer will be short of 349 dollars and 55 cents in most cases as well if the customer has a good credit standing and is a valid customer the bank will allow the 1699 dollars to go through or to be charged to the customer's credit card but the next payment of the customer will then automatically has to cover the 349.55 otherwise the customer will not be able to make any more transactions when this balance is not settled now let's talk about the agent's solution as well as other possible solutions that the agent could have offered in most cases though as long as the first solution is already good enough then you don't really have to offer other solutions that may not help so just to give you an idea the customer is short of 349.55 and so first the customer can make a payment to the card so there will be enough to cover the purchase amount number two if the customer cannot make a payment right away or does not want to make a payment right away to the card maybe because the customer really needs the item or simply just doesn't want to pay right away and the second option could be a staggered payment which means for example you will just pay half of the purchase amount using the credit card and then the rest of the amount will be paid through cash if you've tried purchasing an item at a store using your credit card most of the cashiers or sales lady will ask you if you're going to charge the entire amount on the credit card because it's true other people might charge just half and then the rest will be cash or maybe gift cards or something like that and the third one is to temporarily increase the credit limit of the customer so that she'll be able to afford the entire amount and charged it to the credit card account all at once now this is a high risk maintenance request because essentially you are adding money to the credit card account which is already more than the limit of the customer so most likely you'll have to connect the call to a supervisor who's skilled to do this request or maybe if you're allowed to do this you will have to ask other verification or high-risk authentication questions to your customer to be able to complete the request for increasing the credit limit it is not a guarantee so do not over promise anything because when it comes to bank accounts and limits there's always an approval process and the bank will always look at the standing or the status of the account for it to be approved for a credit limit increase all right if you want to know more about banking or financial account i already made a couple of videos about that and you can check again my playlist for mock call practice i'm either going to link it up there or the description below so you can check it out after this video now i'll see you on my next mockup video next friday make sure to subscribe if you haven't yet and tap the bell for notifications so you'll be updated if i have a new video don't forget to comment below if you have any questions or recommendations for videos future videos and i'll try to make them take care bye