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general:basic_call_flow
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general:basic_call_flow [2025/06/22 13:34] 20.171.207.43 old revision restored (2025/06/02 18:27) |
general:basic_call_flow [2025/06/22 13:51] (current) 20.171.207.43 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 ===== | ||
| 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. Review the **Continuity, | + | Click on the name of the customer to open their account |
| + | |||
| + | {{: | ||
| **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?// | ||
| Line 34: | Line 42: | ||
| 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 ===== | ||
general/basic_call_flow.1750599287.txt.gz · Last modified: 2025/06/22 13:34 by 20.171.207.43
