Close Audio Transcript

CUSTOMER: I can't log in to my account! I've been trying for the past hour and the same error message pops up$!$ I need to submit this before $5$ PM so I don't get charged any late fees.

What should you say?

$"$I$\text{'}$m sorry our system is making it hard for you to manage your account. What error message are you seeing?"

$"$Do you usually get errors when you try to pay? Some people just have bad luck."

"Waiting until the last minute makes errors much more stressful. I$\text{'}$m sure we can fix this for you."

"Setting up automatic payments helps prevent this problem. You might want to consider that for the future."

"What error are you getting? That will help me determine if the problem is actually with the system."