Step 1: Initial Greeting
Agent:
“Good [morning/afternoon], this is [John] calling from Zealver. I noticed you recently tried to reach our customer support. How may I assist you today?”
Step 2: Member’s Request to Change Details
Member:
“I need to change some details.”
Agent:
“Sure, I’d be happy to help you with that. May I know whose details you’d like to update—yours or a family member’s?”
[Wait for the member to respond and confirm the employee/member details.]
Step 3: Ask for Specific Details to Update
Agent:
“Thank you. Could you please tell me which specific details you would like to update? (For example: email ID, contact number, age, or name?)”
Member:
“I want to update my [e.g., contact number and email ID].”
Step 4: Confirm Old Details
Agent:
“Understood. Could you please confirm the current [e.g., contact number and email ID] that you want to update?”
[Confirm the old details with the member/employee.]
Step 5: Request New Details
Agent:
“Thank you. Now, may I have the updated [e.g., contact number and email ID] you’d like us to change it to?”
Member:
(Provides new details)
Step 6: Confirm the Update
Agent:
“Just to confirm, you’re requesting to update the [field] from [old detail] to [new detail]. Is that correct?”
Member:
“Yes.”
Step 7: Raise the Change Request
Agent:
“Got it. I’ve raised the request to update your details. Please note that it may take up to 24 hours for the changes to reflect in our system.”
Step 8: Offer Further Assistance
Agent:
“Is there anything else I can assist you with today?”
Member:
“No, that’s all.”
Step 9: Closing the Conversation
Agent:
“Thank you for contacting Zealver. Have a great day!”
Notes for the Agent:
- Step 2 (Request Details): Always confirm whose details the member wants to update (themselves or a family member).
- Step 4 (Confirm Old Details): Be sure to confirm the current details before processing the update to avoid any errors.
- Step 5 (Request New Details): Make sure to carefully note down the new information and ensure it is accurately captured.
- Step 7 (Raise the Request): Explain the 24-hour processing time to set expectations clearly.
- Step 8 (Further Assistance): Always check if there’s anything else the member needs before ending the conversation.
Mail Draft For Details Change Request
Subject: Request for Member Detail Update in Medixcel
Dear OPS Team,
Hope you’re doing well.
We have received a request from the member [Member’s Full Name] to update their details in Medixcel.
Please find the updated information below:
Member Name: [Member’s Full Name]
New Contact Number: [New Contact Number]
New Email Address: [New Email Address]
New Date of Birth: [New DOB – DD/MM/YYYY]
New Gender: [New Gender]
Kindly update the member’s profile in Medixcel as per the above request. Please let us know once the changes have been completed or if any further information is required.