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WL Script Technical Support

This document is a script for Worldline's customer service representatives, outlining the process for assisting merchants with their inquiries. It includes sections for greeting, empathy, TID confirmation, hold processes, issue resolution, and feedback collection. The script emphasizes customer support and provides instructions for follow-up actions and contact information.

Uploaded by

Muhammed Mukri
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
83 views4 pages

WL Script Technical Support

This document is a script for Worldline's customer service representatives, outlining the process for assisting merchants with their inquiries. It includes sections for greeting, empathy, TID confirmation, hold processes, issue resolution, and feedback collection. The script emphasizes customer support and provides instructions for follow-up actions and contact information.

Uploaded by

Muhammed Mukri
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Worldline Acquiring script

Opening

Namaskar /Good morning/afternoon/ evening

Worldline me Aapka Swagat hai, Main Ankit aapki kis prakar ki


sahayata kar sakta hu

Empathy

Apko hui Asuvidha ke liye kshama chahte hain, Hame aapki jaroor
sahayata karenge.

TID confirmation

Kay ma aap ka TID number Jan sakta ho

Example TID number 12345678 / 1234567A / 1234567M


Merchant details confirmation
TID ka anusar aap ka outlet ka nam ha Ankit enterprise or aap ka pass
ANTER A9210 ke machine ha
Kay ma app ka name or mobile number jan sakta ho
Thank you
Hold prosess
Reason:-

Kay ma app ka call kuch samya ka lay hold pa rahk sakte ho (30s to
1m)
Thank you

Unhold Parosos

Line hold karna ka lay thank you

NFCR

Kshama chata ha app ka issue on call solve nahi ho paya ham app ke
engineer visit ka lay request darj karta ha

Request darj karna ka lay kay ma jan sakta ho app ka business ko


week ma kes din chati ho te ha or app ka business ka warking time
kay ha

System ka anusar app ka register address ( confirm address with pin


code)
Ticket number

Ham na app ke complaint darge kar le ha please app complain


number note kar lijiye

(FSE- field service Engineer)

Hamra Engineer app ka location pa vist kar ka machine ka problem


solve kar da ga problem solve hona ka bad app machine ko chak
karya ke machine thak sa Kam kar rahi ha ya nahi

Sthe he ma app machine ka TID or MID number purni transaction ka


sthe much kar Lana ha

Happy code

Aap ka number par ak OTP jise happy code kahta send Keya gay ha
app ka issue solve hona ka bad ya happy code app engineer ko da

sakte hoFCR

App ka issue solve ho gay ha abhi app machine ko use kar sakte ho

Further assistance
Iske alava ma app ke or koi help kar sakte ho

Help SMS

Future ma agar app ko koi or jankari chahiye to app hama SMS kar
sakte ho 56070 par capital ma HELP type or send ker dijiye
App ko hmari tarf sa call back ay ga.(30s)
Or Hamra working time ha 07 AM To 11 PM (365 day working)

Feedback

Is call ka feedback ka lay ma app ka call IVR par transfer kar raha ho
jaha par app is call ko rating kar sakte ha 1 sa 5 Tak 1 matlab
excellent or 5 poor raha ga

Closing

Worldline merchant disk ma call karna ka lay dhanyvad app ka din


sabh ho

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