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general:basic_call_flow
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| Both sides previous revision Previous revision Next revision | Previous revision | ||
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general:basic_call_flow [2025/09/16 14:38] 216.73.216.115 old revision restored (2025/07/04 20:04) |
general:basic_call_flow [2025/11/05 09:39] (current) 216.73.216.151 old revision restored (2025/11/05 04:50) |
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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 XYZ. 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 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 Nevada? And your address is 3500 Naples Drive, Las Vegas, 89103?// | + | 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 record. 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?// | + | |
| 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 [[howto: | + | You must record notes for every interaction with a customer. Notes must include: |
| * What happened on the call | * What happened on the call | ||
| Line 47: | Line 42: | ||
| * Whether the customer was irate or upset | * Whether the customer was irate or upset | ||
| * If any [[general: | * If any [[general: | ||
| - | * What offers | + | * If any offers |
| - | * If a refund was given and why | + | |
| * If necessary, when you will call them back | * If necessary, when you will call them back | ||
general/basic_call_flow.1758033489.txt.gz · Last modified: 2025/09/16 14:38 by 216.73.216.115
