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--- general:basic_call_flow [2025/06/22 13:34]
20.171.207.43 old revision restored (2025/06/02 18:29)
+++ general:basic_call_flow [2025/06/22 13:51] (current)
20.171.207.43 old revision restored (2025/06/22 13:34)
@@ Line 22: / Line 22: @@
 ===== Confirm identity =====
-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 their name and full billing address.
-**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 =====
@@ Line 36: / Line 42: @@
 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 =====

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