🖋️CS Chat Guide

As a Customer Service Representative, here is your guide on how you can provide exceptional customer service to our customers.

1. Opening Spiel

• Welcome

• Introduction (Asking preferred language)

• Ask for Name (username) and Registered Number

Sample:

Hello! I'm (Agent Name) and I'm here to help. How can I assist you today? Please choose your preferred language: ☑️ Tagalog ☑️ English Let's make this easy!

2. Gather

• Ask for the concerns.

• Check BO (Back Office)

SAMPLE:

3. Action

• Check BO

• Do follow-ups.

• Build a rapport

  

4. Resolution

• Solve The Problem immediately.

• Inform / update the player about the current status of their concern.

SAMPLE:

"As per checking, your withdrawal is process by automatic payment. Kindly wait to be credited in your bank wallet. Thank you"

5. Pre-Close

Make sure the previous concern is already solved before ending the conversation. Ask the customer if there is still a concern that needs to be resolved.

Sample:

" Is there anything I can help you with?"

6. Closing

For the closing spiel, do not forget to ask the player about the chat rating.

Sample:

" It was a pleasure assisting you. I’d love to get your feedback Please give me a "LIKE"👍 button if my information or assistance is helpful. This will help us to improve our service

Thank you in advance! "

The welcome and introduction spiel is based on the player’s initial message during livechat. We follow a standard and proper approach when responding or engaging with players. Below is the flowchart that outlines the correct sequence for delivering spiels to ensure a consistent and professional interactions.

Remember that it is our responsibility as customer service representative to always show empathy to our costumers, acknowledge their frustrations and give our best to resolve their concerns.