# 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.

**📞 Phone Philosophy** A well-handled call can save a client who was about to cancel. A poorly handled call can destroy months of goodwill. Every call is an opportunity — treat it like one.

--- ## Standard Call Structure ### 1. Opening the Call Start with a warm, confident introduction:

**Inbound:** "Thank you for calling Crowned Credit, this is [Your Name]. How can I help you today?"

**Outbound:** "Hi [Client Name], this is [Your Name] from Crowned Credit. I was reaching out regarding your account."

**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.

"I understand why that would be concerning — I'm really glad you reached out. Let me pull up your file and make sure we address this properly."

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.

"Is there anything else I can help you with today? … Perfect. I'll follow up with you [when/how]. Have a great rest of your day!"

- 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.

Field	What to Include
Call Type	Inbound or Outbound
Duration	Approximate length
Summary	What the client contacted us about
Outcome	How it was resolved or what was agreed
Follow-Up	Any pending tasks or next steps created
Escalation	Note if escalated to team lead, and why