User Tools
general:basic_call_flow
Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
general:basic_call_flow [2025/06/02 18:29] 20.171.207.118 old revision restored (2025/06/02 18:25) |
general:basic_call_flow [2025/06/22 13:51] (current) 20.171.207.43 old revision restored (2025/06/22 13:34) |
||
|---|---|---|---|
| Line 9: | Line 9: | ||
| 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 ===== | ||
| Line 22: | Line 22: | ||
| ===== Confirm identity ===== | ===== Confirm identity ===== | ||
| - | You need to verify that you are speaking to the correct person. Have the customer confirm | + | You need to verify that you are speaking to the correct person. Have the customer confirm |
| - | 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 Nevada? And your address is 3500 Naples Drive, Las Vegas, 89103?// |
| + | |||
| + | ===== Ask for a call back number ==== | ||
| + | |||
| + | You need to ask for any best call back number just in case the call got disconnected? | ||
| + | |||
| + | **Talk Track:** // May I please ask for your best call back number just in case we disconnect?// | ||
| ===== 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, |
| - | Talk Track: //Great, I have your account open here. How may I help you?// | + | {{: |
| + | |||
| + | **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: |
| * 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: |
| - | * If any offers | + | * What offers |
| + | * If a refund was given and why | ||
| * If necessary, when you will call them back | * If necessary, when you will call them back | ||
| Line 51: | Line 63: | ||
| ===== 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/basic_call_flow.1748888973.txt.gz · Last modified: 2025/06/02 18:29 by 20.171.207.118
