Communication Standards

• SMS Guidelines
• Call Handling
• SMS & Message Tone Guidelines — Avoiding Aggressive Wording

SMS Guidelines

This page covers everything you need to know about communicating with clients over SMS — our primary channel — including tone, approved templates, compliance rules, and the standards that keep our brand professional and trustworthy.

SMS Guidelines

SMS is the primary communication channel between Crowned Credit and our clients. It is fast, direct, and personal — and that means how you write matters. This guide covers tone, templates, compliance rules, and everything you need to communicate effectively and professionally over text.

Tone & Messaging Standards

✅ What Good SMS Looks Like

• Easy to understand — no jargon, no credit industry buzzwords
• Acknowledges the client's concern first, then responds
• Sets clear expectations — what will happen, and when
• Always includes a next step or call to action
• Reassures without making guarantees
• Under 160 characters when possible — keep it clean and readable

❌ What to Avoid

• Overly formal or robotic tone — clients should feel like a person, not a ticket
• Vague responses with no clear next action
• Overpromising outcomes (e.g., "This will definitely be removed")
• Dismissive, rushed, or one-word replies
• Sending multiple fragmented messages — compose complete thoughts
• Leaving a client's message on read without a response

The A.C.T.S. Framework

Use this framework for every SMS response — especially for concerned or complex messages:

SMS Templates — Common Scenarios

📨 Welcome / First Contact

📊 Dispute Round Update

⏳ Awaiting Bureau Response

💳 Failed Payment Notice

😤 Frustrated / Upset Client

📎 Document Request

📞 Missed Call Follow-Up

🎓 Graduation Message

Inbox Management Best Practices

• Bottom-up approach: When clearing the GHL inbox, start with the oldest unread messages — clients who've been waiting longest get priority
• Maintain awareness of unread message count throughout your shift — check every 30–60 minutes
• Never skip a message because the client seems upset — that's exactly when they need a response most
• If you are unsure how to respond to a complex question, ask your team lead before guessing
  

SMS Compliance — Blocked & Restricted Words

Certain words and phrases will get your messages flagged, filtered, or blocked by mobile carriers. These filters exist because of spam regulations (TCPA, FTC, CROA). Violating these rules can result in our messages being blocked company-wide — which directly impacts client communication and results.

🚫 High-Risk Words (Carrier Spam Filters)

These trigger marketing spam filters and should NEVER appear in any client SMS:

🚫 Credit Repair Trigger Words (VERY Important)

These phrases create both carrier filtering AND legal compliance risk under FTC and CROA regulations:

🚫 SHAFT Words (Carrier-Specific Blocks)

"SHAFT" is an industry term for categories carriers heavily filter regardless of context. Even if used innocently, these will flag your message:

• Sex / adult content terms
• Hate speech or discriminatory language
• Alcohol references (in certain contexts)
• Firearms / weapons terms
• Tobacco / vape / cannabis terms (e.g., CBD, vape, weed)

Response Time Standards

📵 DND Keywords — Stop & Start

GoHighLevel uses SMS keywords to manage Do Not Disturb (DND) on client contacts. Understanding these keywords is critical — they can silently block all outbound communication to a client.

How It Works

⚠️ Common Scenario

A client sends "Stop" (sometimes accidentally, or trying to stop a specific message). This activates DND on their entire contact record. From that point, no SMS messages will be delivered to the client — including manual messages, automated follow-ups, and dispute updates.

How to Fix It

1. Identify the issue: If a client says they are not receiving texts, check their GHL contact for a DND flag or "Unsubscribed" status.
2. Tell the client: Ask them to send the word "Start" (exactly) to our number: (336) 310-0090.
3. Important: "start" must be the exact keyword — "Stop" activated it, only "Start" clears it. Variations like "Begin" or "Resume" will not work.
4. Once the client sends "Start", verify in GHL that DND has been removed from their contact.

Prevention Tips

• When onboarding clients, let them know that texting "Stop" will disable all text communication from us.
• If a client wants to reduce messages (not stop entirely), adjust their contact preferences or automation tags instead — do NOT instruct them to text "Stop."

Call Handling

This page is your complete guide to handling inbound and outbound client calls — from opening scripts to de-escalation techniques — so every call reflects Crowned Credit's professionalism and builds client confidence.

Call Handling Guide

This guide outlines how Customer Service team members should handle inbound and outbound calls in a professional, efficient, and consistent manner. The goal is to provide clear information, build trust, and guide clients toward the next best step — while staying compliant and on-brand.

Standard Call Structure

1. Opening the Call

Start with a warm, confident introduction:

Key Points:

• Always use the standard greeting — never "Yeah?" or "Hello?" or "Hold please"
• Maintain a calm, professional, and helpful tone from the first word
• Pull up the client's GHL contact before or immediately after answering

2. Discovery — Understand the Concern

Let the client explain fully before responding. Do not interrupt.

Use prompts like:

• "Got it — can you tell me a bit more about that?"
• "I see. Were you able to forward that letter to us? We'd love to review it on our end."
• "I understand. When did you first notice this?"

Key Points:

• Take notes in GHL while listening
• Identify the real concern beneath the surface question
• Never assume you know the issue before they finish explaining

3. Acknowledge & Reassure

Show understanding before giving information. This de-escalates tension and builds trust.

Never jump straight to answers. Acknowledgment first, then information.

4. Provide Clear Information

Explain simply and confidently. Use plain language — no jargon, no overpromising.

• Stick to what you know is accurate in the client's file
• If you don't know something, say so: "Let me look into that and get back to you" is always better than guessing
• Reference DisputeFox and SmartCredit for current data — never give status from memory

5. Close the Call

Every call should end with a clear next step and a warm close.

• Confirm any commitments you made during the call
• Set expectations for follow-up if applicable
• Log the call outcome in GHL immediately after hanging up

Handling Specific Call Scenarios

😤 Upset or Frustrated Client

• Lower your voice slightly — calmness is contagious
• Never argue or get defensive — even if the client is wrong
• Use "I" language: "I want to make sure this gets resolved" not "You need to…"
• If the client becomes abusive or threatening, calmly say: "I want to help you, but I need us to have a respectful conversation to do that." Escalate to team lead if needed.
• Document everything — tone, content, and outcome — in GHL after the call

❓ Client Asking About Results / Score

• Pull SmartCredit in real-time before answering — don't guess scores
• Walk through what was removed vs. what's still in dispute
• Explain why some items take multiple rounds
• Be honest if results haven't moved yet — silence or vagueness makes it worse

🚫 Client Threatening to Cancel

• Do not immediately offer refunds or concessions — that's a team lead decision
• First: acknowledge their frustration and ask what specifically they're unhappy with
• Second: walk through their progress — show them what's been done
• Third: propose a solution (extended support, a direct call with team lead, a progress review)
• If they insist on cancelling: document, escalate to team lead, and let the lead make the retention call

💳 Billing Questions on a Call

• Confirm the payment status in GHL before answering any billing question
• For failed payments: be empathetic, explain the situation simply, ask how they'd like to resolve it
• Do not make exceptions to billing policy without team lead approval
• Loop in or transfer to Billing team if the issue is complex

Call Logging Requirements

Every call — inbound and outbound — must be logged in GHL immediately after it ends. No exceptions.

SMS & Message Tone Guidelines — Avoiding Aggressive Wording

SMS & Message Tone Guidelines — Avoiding Aggressive Wording

     Why this page exists: Team members flagged that some reminder messages (e.g. "this is your final reminder") come across as aggressive or threatening to clients. This guide ensures all outbound messages reflect the Crowned Credit brand — professional, supportive, never pushy.

Golden Rules for Message Tone

1. We are helpers, not collectors. Clients chose us to fix their credit. Our tone should always reflect that partnership.
2. No ultimatums. Avoid phrases like "final reminder," "last chance," or "failure to respond will result in..."
3. Urgency without aggression. You can communicate time-sensitivity without sounding threatening.
4. Empathy first. Assume the client is busy, stressed, or overwhelmed — not ignoring you.

❌ Phrases to Avoid

✅ Better Alternatives

Reminder Message Templates

Payment Reminder (Friendly)

     Hi [Name]! Just a heads up — your next payment of $[amount] is coming up on [date]. Let us know if you have any questions! 😊

Follow-Up After No Response

     Hey [Name], hope you're doing well! We have some updates on your credit file. When's a good time to chat?

Re-engagement After Silence

     Hi [Name]! It's been a little while — just wanted to check in and see how things are going. We're here whenever you're ready to continue. 💪

When In Doubt

Read your message out loud. If it sounds like something a debt collector would say, rewrite it. We're Crowned Credit — we crown people, not chase them.

Page created: 2026-04-17 — Triggered by team feedback in #improvement-requests