Live Call Scripts with Customers - truMobile

Open

Here are Live Call Scripts for brokers to use when they have the client on the phone.

1. A client calls in and requests a pink card.

“I’ve set up your account so that you can access your pink card from your phone or print your pink card at home whenever you need it. You’ll get an email with details about how to complete your account set-up. This way is much faster and more convenient for you. Just remember that you need to keep a physical copy of your pink card in your car.”

2. A client has a change request

“While I started the paperwork for your change request, I also set up your My Broker account. Next time, you won’t have to wait on hold for a broker. Just login and submit a change request whenever it’s convenient for you. You’ll receive an email with the details.”

3. A client is submitting a claim: Submit a Claim – submit full details and pictures

“Our app walks you through the claims submission process and also lets you add pictures. You can even drop a pin exactly where the accident happened and create a scenario of what happened. Here, I’ve signed you up for an account. You’ll get an email momentarily. This will help us document your claim and get it moving quicker.”

4. General Service Calls

“I’m going to give you access to your My Broker account. You’ll be able to view your policy information, print pinks cards, submit a claim, or send us a request to make any changes to your policy. We’ll still contact you to confirm changes, but you can get everything started.
You get access to your My Broker account by visiting our website and logging in or by downloading our free mobile app on your phone. I’ve just sent you an email with your login information, so you can access your account whenever it’s convenient for you.”