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general:basic_call_flow

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general:basic_call_flow [2025/07/04 20:13]
216.73.217.3 old revision restored (2025/06/22 13:34)
general:basic_call_flow [2025/07/04 20:22] (current)
216.73.217.3 old revision restored (2025/06/22 13:34)
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 Greet the customer with your name and ask for their phone number. You may also look up the customer by name or order number. Greet the customer with your name and ask for their phone number. You may also look up the customer by name or order number.
  
-Talk Track: //Thank you for calling Customer Service, this is ____. May I please start with your phone number?// +**Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?// 
  
 ===== Search for the customer ===== ===== Search for the customer =====
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 You need to verify that you are speaking to the correct person. Have the customer confirm at least two pieces of information from the preview. You need to verify that you are speaking to the correct person. Have the customer confirm at least two pieces of information from the preview.
  
-Talk Track: //Alright, is this Ms Cindy Cramer in Las Vegas? And your email address is [email protected]?//+**Talk Track:** //Alright, is this Ms Cindy Cramer in Las Vegas? And your email address is [email protected]?//
  
 ===== Assist ===== ===== Assist =====
  
-Click on the name of the customer to open their account.+Click on the name of the customer to open their account record. Review the **Continuity, Fulfillments**, and **Transactions** tabs to familiarize yourself with their account.
  
-Talk Track: //Great, I have your account open here. How may I help you?//+{{:general:assist.png|}} 
 + 
 +**Talk Track:** //Great, I have your account open here. How may I help you?//
  
 The customer may have multiple issues; ensure that you address each one. The customer may have multiple issues; ensure that you address each one.
  
 +When ending the call, ask if you can help the customer any further.
 +
 +**Talk Track:** //Is there anything else I can assist you with? Have a nice day, goodbye.//
 ===== Add a note ===== ===== Add a note =====
  
-You must record notes for every interaction with a customer. Notes must include:+You must [[howto:add_notes|record notes]] for every interaction with a customer. Notes must include:
  
   * What happened on the call   * What happened on the call
   * Why you made any changes   * Why you made any changes
   * Whether the customer was irate or upset   * Whether the customer was irate or upset
-  * If any BUZZWORDS were used +  * If any [[general:buzzwords|BUZZWORDS]] were used 
-  * If any offers were made+  * What offers you made 
 +  * If a refund was given and why
   * If necessary, when you will call them back   * If necessary, when you will call them back
  
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 ===== If necessary, set up a Call Back ===== ===== If necessary, set up a Call Back =====
  
-If you have agreed to call the customer back, follow Managing Call Backs. :!:+If you have agreed to call the customer back, follow [[general:managing_call_backs|Managing Call Backs]].
  
general/basic_call_flow.txt · Last modified: 2025/07/04 20:22 by 216.73.217.3