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Module 3

Lesson 7: Updating Customer Details

Objectives

In this lesson, you will:

• Outline the process of updating customer details.

• Outline the process of updating customer details when the system is down.

Information

Our customers may wish to update their address or contact information and will callus to do so. It is important to remember that you will be dealing with sensitivecustomer information, which should not be passed on to anyone.

It is also very important to ensure you are as accurate as possible when entering thisinformation.

Updating a Customer Address

To view the customer account details, click ‘Customer Details’ in the top left handcorner.

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This will display the customer’s details screen.

At this point, confirm the customer’s current address.

Ask the customer to confirm their new house number or name and enter thisinformation into the ‘House Number’ field.

Once that has been done, ask the customer for their new postcode, entering thisinformation into the ‘Postcode’ field.

Confirm the house number and postcode to the customer for confirmation and click‘look up’.

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By doing this, Telebet will display an on-screen pop-up message asking you toconfirm if you want to overwrite the current customer address.

To ensure that the new address is captured, click ‘Update’ at the bottom of thescreen.

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You will then receive an on-screen message advising you that the update wassuccessful.

Updating Contact Details

If a customer wants to change their contact number, this is updated in the same

manner.

On the right hand side of the screen you will find the customer contact information.This section contains the following:

• Home telephone number 

• Mobile number 

• E-mail address

• Contactable preferences

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To update any of this information, click into the text box and enter the new details.

If the customer wishes to be contactable, check the ‘Ok to contact’ box. If thecustomer has a preference in contact method, select the chosen method e.g. Emailor SMS. If either of these are selected, ensure that you capture information for theme.g. an e-mail address or their mobile number.

Once this has been done, click the ‘Update’ button.

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An on-screen message will then appear confirming that the update is successful.

 

Conclusion

As mentioned at the beginning of this module, please ensure that you are in thecorrect customer account and that you are accurately capturing the customer information.

Remember that only the account holder is authorised to access and amend thisinformation. 

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