Collect the predictable questions

Ask support staff to explain a planned receiving journey using plain language: who should pay, which details are confirmed, what a reference means and where an unresolved payment question belongs. Record where their explanations differ. Disagreement during preparation is useful because it reveals assumptions before those assumptions reach customers.

Teach boundaries with examples

Give the team examples of questions that require the appointed provider or an authorised internal reviewer. Do not encourage staff to promise financial outcomes simply to sound helpful. Tap Tap Go’s proposed vIBAN and SEPA services are coming soon; training material should clearly distinguish an illustrative workflow from confirmed live access and final programme guidance.

Imagine this

An illustrative future scenario

Imagine a support rehearsal in which a customer asks whether every European contact can use the planned route. The agent explains that access depends on the actual programme and recipient setup, then directs the specific eligibility question to the appropriate team.

Make it practical.

Use this checklist as you read. Checks are not stored.

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