Quality Assurance Deposit

Which of the following e-mail examples are grammatically and structurally incorrect?

• Dear valued Client

  Kindly provide your hollywoodbets account number , followed by your name , surname and ID number for further assistance.

  Kind regards, Gen R.

• Hi Mr. Luthuli,

  Kindly provide your Hollywoodbets account number, followed by your name, surname, and ID number for further assistance.

  Kind regards,

  Gen R.

Select the correct example of an appropriate e-mail greeting/introduction.

• Thanks for contacting us. Please be advised that we require you to send through a Proof of Payment to authenticate your deposit in order for funds to be allocated accordingly.

  Kind regards,

• Good morning Sarah,

  Thank you for contacting us. Please be advised that we require you to send through a Proof of Payment to authenticate your deposit in order for funds to be allocated accordingly. If you require any further assistance, please feel free to contact us again.

  Kind Regards,

  Gen R.

• Please be advised that we require you to send through a Proof of Payment to authenticate your deposit in order for funds to be allocated accordingly. kind Regards Gen

A customer enquired about his deposit as it was not reflecting on his Hollywoodbets account and sent through a screenshot of his bank SMS to certify that money went out.

What is required to be on the Proof of Payment to confirm that a deposit was made?

Choose the correct option to show that the agent attempted to ‘Add value and educate the customer.

• The following is what needs to be seen on the Proof of Payment to validate the deposit:

  - Bank name

  - Branch code

  - Account number

  - Payment reference used

  - The amount paid to the recipient

• Please send through your Hollywood Bets account number, cellphone number linked to the account, and ID number for further assistance.

Scenario: Hi, my name is Samantha David. My Hollywoodbets account number is 61242934 and my ID is 8012160129083. I need help, I made a deposit last night however, it does not reflect.

Which response displays poor effective probing and the denial of ownership of the customer’s query?

• Hi Samantha,

  Please be advised that we require you to send through a Proof of Payment to authenticate your deposit for funds to be allocated accordingly. Please ensure that it is sent in a PDF format. Once, this is received, the matter will be escalated for it to be resolved at the soonest.

  If you require any further assistance, please feel free to contact us again.

  Kind Regards,

  Gen R

• Dear valued client

  kindly provide your Hollywoodbets account number, I.D number, cellphone number, names, and surname for further assistance.

  kind regards

  Gen R.

A customer contacted the Deposits department to help locate his funds.

Which of the following would be recognized as a suitable tag or disposition?

• CC_Client_Abandoned

• Withdrawal enquiry

• Deposit Query.

A customer is irate as she had captured the incorrect reference when submitting her deposit. She is also anxious as her team is going to play on Friday and she would like to place a bet using those funds – She requires help locating her deposit.

Identify the response that highlights the correct Professionalism/Tone and Vocab used:

• Please be advised that we require you to send through a Proof of Payment to authenticate your deposit for funds to be allocated accordingly. Regards

• Good morning David,

  Thank you for contacting us.

  As I understand how upsetting this can be, I must express my sincerest apologies for this inconvenience caused to you. Please be advised that we require you to send through a Proof of Payment to authenticate your deposit for funds to be allocated accordingly. Please ensure that it is sent in a PDF format. Once, this is received, the matter will be escalated for it to be resolved at the soonest. If you require any further assistance, please feel free to contact us again.

  Kind Regards, Gen R.

The team member has been going back and forth requesting information that had already been provided to him on a series of emails from the customer.

Taking the above statement into consideration; Do you think that the team member showed any attempt to effectively resolve the client's query?

• No

• Yes

Which statement best describes the offering of ‘Further Assistance’.

• The offering of further assistance allows us to tie in all loose ends to our interaction with the client, along with encapsulating the essence of the customer service we aim to provide to all clients of Hollywoodbets.

• It is just a means to an end, it does not matter how we end our interaction, the client will still contact us back for some reason or the other.

Select the most suitable option to indicate the correct ‘structure of email’.

• Introduction

  Body

  Conclusion

  Sign off - Signature

• Introduction

  ***Leave a space***

  Body

  ***Leave a space***

  Conclusion

  ***Leave a space***

  Sign off - Signature

Name three things you should mention when doing the Greeting?

• Company Name

• Department Name

• Agent's name

• Your extension