Call Handling

Call Handling Guide

Purpose

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 maintainingstaying compliance.compliant and on-brand.

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Standard Call Structure (Standard Flow)

1. Opening the Call

Start with a warm, confident introduction:

“Hi,Inbound: "Thank you for calling Crowned Credit, this is {{user.first_name}}[Your fromName]. Crowned Credit, howHow can I help you today?”

"

If

outbound:Outbound:

“"Hi {{contact.first_name}}[Client Name], this is {{user.first_name}}[Your Name] from Crowned Credit,Credit. I was reaching out regarding your account.”

"

✅ Key Points:

• Always

  Maintainuse professionalismthe atstandard allgreeting times

  — never "Yeah?" or "Hello?" or "Hold please"

• SetMaintain a helpful,calm, calmprofessional, and helpful tone

  from the first word

Pull up the client's GHL contact before or immediately after answering

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2. Discovery (— Understand the Concern)Concern

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

Use prompts like:

• “"Got it,it — can you tell me a bit more about that?”

  "

• "I see,see. wereWere you able to forward thisthat letter to usus? already?We'd We would really appreciate the opportunitylove to review the document in questionit on our end."

• "I understand. When did you first notice this?"

✅ Key Points:

• Avoid interrupting

Take notes ifin needed

GHL while listening

Identify the real concern (not justbeneath the surface question)

question Never assume you know the issue before they finish explaining

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3. Acknowledge & Reassure

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

“"I understand why that would be concerning,concerning I’— I'm really glad you reached out.”

Let me pull up your file and make sure we address this properly."

✅Never Thisjump helps:straight to answers. Acknowledgment first, then information.

De-escalate tension

Build trust

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4. Provide Clear Information

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

• Avoid jargon

Avoid overpromising

Stick to factswhat you know is accurate in the client's file

If you don't know something, say so: "Let me look into that and processget back to you" is always better than guessing Reference DisputeFox and SmartCredit for current data — never give status from memory

Example:

🚫 “WhatNever we’Say:
"Your items will definitely be removed." / "You'll see results within [X] days for sure." / "I guarantee your score will go up."

These are compliance violations. Always use language like "we're currently working onto isdispute improvingthose theitems" accuracyand of"results thevary itemsbased on yourbureau report.response." Since this is your first round, it can take some time for results to reflect.”

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5. GuideClose tothe Next StepsCall

AlwaysEvery movecall theshould conversationend forward.

with

Examples:

a

“Theclear next step hereand is…”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

“Whatexpectations Ifor recommendfollow-up is…”

if applicable "RestLog assured,the we'llcall continueoutcome workingin onGHL yourimmediately file."after hanging up

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6.

Handling Close theSpecific Call Properly

End with clarity and support.

“We’ll continue working on your file and keep you updated. If anything comes up, feel free to reach out anytime.”

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Call Handling Best PracticesScenarios

✅😤 Do:Upset or Frustrated Client

• Lower

  Speakyour clearlyvoice andslightly confidently

  — calmness is contagious
• Never

  Stayargue calm,or get defensive — even if the client is frustrated

  wrong
• Use

  Keep"I" controllanguage: of"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

Useeverything simple,— easy-to-understandtone, language

content, and outcome — in GHL after the call

❌❓ Don’t:Client Asking About Results / Score

• Pull

  InterruptSmartCredit 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 talkvagueness overmakes 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 clientlead make the retention call

💳 Billing Questions on a Call

Confirm the payment status in GHL before answering any billing question For

Usefailed overlypayments: technicalbe terms

empathetic, explain the situation simply, ask how they'd like to resolve it Do

Makenot guaranteesmake (results,exceptions timelines)

to billing policy without team lead approval Loop

Sound unsurein or defensive

transfer to Billing team if the issue is complex

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CommonCall ScenariosLogging Requirements

🔹

Every “Nothingcall is— happening”inbound

Response:

and

outbound

“I— understandmust be logged in GHL immediately after it canends. feelNo that way early on. Since we’re still in the initial rounds, the bureaus are reviewing the disputes, and results typically come after that process is completed.”exceptions.

🔹 RefundField Requests

Response:

“I understand your concern. Let me review your file so I can give you the most accurate update on what’s been completed so far.”

👉 Then transition

What to factsInclude before discussing options

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Call

🔹 Account Closure Concerns

Response:

“In some cases, creditors may review accounts during the process and make decisions based on their internal criteria. That part is outside of our control, but we’ll continue strengthening your overall profile moving forward.”

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Escalation GuidelinesType

Escalate when:

Client is requesting a refund aggressively

Legal

Inbound or complianceOutbound concernsDurationApproximate arelength mentioned

You are unsure of the correct answer

“Let me get this reviewed by our team so I can provide you with the most accurate information.”

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Key PrincipleSummary

Control the call, don’t let the call control you.

You are there to guide the conversation, provide clarity, and move

What the client towardcontacted theus about OutcomeHow it was resolved or what was agreed Follow-UpAny pending tasks or next step,steps notcreated justEscalationNote answerif questions.escalated to team lead, and why