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Summary

In this customer service interaction, the representative helps a customer, Ibu Mega, resolve an issue with her mobile banking app after she changed phones. The representative guides her through verifying data, enabling necessary app permissions, and troubleshooting. They also introduce her to the benefits of a Garuda Indonesia credit card, highlighting perks like collecting miles with every transaction. Additionally, Ibu Mega learns about discounts on online shopping and cinema tickets, which may encourage her to explore more banking services. The conversation emphasizes user-friendly solutions and personalized offerings tailored to frequent travelers.

Takeaways

• 😀 The customer, Ibu Mega, faced issues with activating mobile banking after changing her phone.
• 😀 The customer was guided to check and enable all necessary app permissions for BNI mobile banking.
• 😀 Ibu Mega confirmed that her phone number had not changed, which helped troubleshoot the problem.
• 😀 The service representative verified Ibu Mega's identity by confirming personal data such as birthdate, phone number, and recent transactions.
• 😀 The representative offered assistance in resolving the activation issue by checking the mobile banking app's settings on her phone.
• 😀 After following the instructions, Ibu Mega successfully reactivated her mobile banking application.
• 😀 The customer expressed a preference for using mobile banking but was also open to using other banking channels for transactions.
• 😀 The representative suggested that if Ibu Mega encounters further issues, she could still use other banking channels like ATMs.
• 😀 The service rep introduced the benefits of using the BRI-Garuda credit card partnership, offering perks like earning miles with every transaction.
• 😀 Ibu Mega showed interest in the BRI-Garuda credit card, asking for details on how to apply, which was provided by the representative.
• 😀 The representative also mentioned that Ibu Mega could use her MasterCard debit card for online shopping on platforms like Tokopedia, Lazada, and Shopee.

Q & A

What issue is the customer, Ibu Mega, facing in the script?

Ibu Mega is unable to perform transactions on the mobile banking application after changing her phone.

What does the customer service agent suggest Ibu Mega should do to resolve her issue?

The customer service agent guides Ibu Mega to check and enable all necessary permissions for the mobile banking app in the phone's settings, which helps in resolving the activation issue.

What kind of information does the customer service agent verify to assist Ibu Mega?

The agent verifies Ibu Mega's personal data, including her ID, date of birth, active phone number, and recent transactions, such as a GoPay payment.

What advice does the agent give if Ibu Mega encounters issues with mobile banking in the future?

The agent advises that Ibu Mega can still use other banking channels for transactions if she faces any future issues with the mobile banking app.

What service does the customer service agent offer to Ibu Mega regarding Garuda Indonesia flights?

The agent informs Ibu Mega about the benefits of using a BRI card linked to Garuda Indonesia, allowing her to earn miles for each transaction, which can be redeemed for flight tickets.

How does the agent explain the benefits of the BRI Garuda credit card to Ibu Mega?

The agent explains that the BRI Garuda credit card allows Ibu Mega to accumulate miles with every transaction, and these miles can later be redeemed for a free Garuda flight ticket.

What are the requirements for Ibu Mega to apply for the BRI Garuda credit card?

To apply for the BRI Garuda credit card, Ibu Mega needs to provide her ID card and the latest salary slip (for employees), or a bank statement from the past month (for entrepreneurs).

How does the customer service agent assist Ibu Mega with her debit card for online transactions?

The agent informs Ibu Mega that her BNI debit card, which has the MasterCard logo, can be used for online shopping on platforms like Tokopedia, Lazada, and Shopee.

What additional benefit does the customer service agent mention for Ibu Mega’s debit card?

The agent mentions that Ibu Mega can also use the BNI Experience app to get updates on promotions and discounts for both debit and credit cards.

What special offer does the agent tell Ibu Mega about for watching movies?

The agent tells Ibu Mega that with her BNI card, she can enjoy a 'buy one, get one free' offer at cinemas like XX1 every Friday.