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general:basic_call_flow
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general:basic_call_flow [2025/07/06 14:47] 216.73.217.3 old revision restored (2025/07/04 20:13) |
general:basic_call_flow [2025/09/16 14:49] (current) 216.73.216.127 old revision restored (2025/07/04 20:05) |
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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 ____. May I please start with your phone number?// |
| ===== Search for the customer ===== | ===== Search for the customer ===== | ||
| Line 24: | Line 24: | ||
| 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, |
| - | 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. | ||
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| ===== 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 | ||
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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/basic_call_flow.1751813257.txt.gz · Last modified: 2025/07/06 14:47 by 216.73.217.3
