Call Greeting and Introduction Examples

Shown below are call flow examples using the Fairway call greeting, verification and introduction verbiage.

Introduction Example #1 

Customer Experience Specialist: “Thank you for calling Fairway, my name is <Your Name>.  Who do I have the pleasure of speaking with?"

Caller: “My name is <Customer Name>.”

Customer Experience Specialist: "How may I help you <Customer Name>?

Caller: [States reason for call]

Customer Experience Specialist - if loan auto-populated as verified in the IVR: "<Customer Name>, thank you for authenticating your information with our automated system.  "

During the conversation, the Customer Experience Specialist must speak back and confirm the following items:

  • Mailing address
  • Phone number 
  • Email address
  • QA points will be deducted if this does not occur in the call


Introduction Example #2

Customer Experience Specialist: “Thank you for calling Fairway, my name is <Your Name>.  Who do I have the pleasure of speaking with?"

Caller: “My name is <Customer Name>.”

Customer Experience Specialist: "How may I help you <Customer Name>?

Caller: [States reason for call]

Customer Experience Specialist - if loan did not auto-populate as verified in IVR: “I'd be happy to help, please allow me to verify some information.”

Caller must verbally provide:

- Loan number and last four digits of their Social Security Number

or

- Full Social Security Number

- Property Address

During the conversation, the Customer Experience Specialist must speak back and confirm the following items:

  • Mailing address
  • Phone number 
  • Email address
  • QA points will be deducted if this does not occur in the call