Call Handling

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.