1. CUSTOMER: I Can't Log In To My Account! I've Been Trying For The Past Hour And The Same Error Message Pops Up! I Need To Submit This Before 5 PM So I Don't Get Charged Any Late Fees. What Should You Say? o "Do You Usually Get Errors When u Try To Pay? Some People Just have Bad Luck." o "What Error Are You Getting? That Will Help Me Determine If The Problem Is actually with the sistem."o "Waiting until the last minute makes errors much more stressful. I’m sure we can fix this for you."o "I’m sorry our system is making it hard for you to manage your account. What erors message are you seeing?"o "Setting up automatic payments helps prevents tis problem. You might want to consider that for the future."2. CUSTOMER: I’m calling because I got an email telling me I need to reset my password. I don’t know why you’re constantly making me changes my passwords. Did this email actualy come from you, or is it one of those scams?What shoul you say?o "Changing my passwords regularly can be pain, but it’s you best protections against scams."o "You got that email because you password was compromised. You should update it now."o "If what you received came from our email address, then it’s definitely from us and you should follow what it says."o "I worry when I get messages like that, too. Let’s riview your account and see if we emailed you."o "I’m sorry you’re getting so many requests, but they’re routine reminders. It’s nothing to worry about."
