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--- general:basic_call_flow [2026/02/04 04:32]
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-====== Basic Call Flow ======
-Every time you speak with a customer you will follow the same basic process.
-You will need logins for Konnektive CRM and FreshDesk.
-===== Greeting =====
-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?//
-===== Search for the customer =====
-Use the CRM to find the customer:
-  - Click **Customer > Customer Service** to bring up the search form.
-  - Click **Search Orders** to view results on the bottom pane.
-{{:crm_w_results.png|}}
-===== 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.
-Talk Track: //Alright, is this Ms Cindy Cramer in Las Vegas? And your email address is [email protected]?//
-===== Assist =====
-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?//
-The customer may have multiple issues; ensure that you address each one.
-===== Add a note =====
-You must record notes for every interaction with a customer. Notes must include:
-  * What happened on the call
-  * Why you made any changes
-  * Whether the customer was irate or upset
-  * If any [[general:buzzwords|BUZZWORDS]] were used
-  * If any offers were made
-  * If necessary, when you will call them back
-Click **+ Note** to add your note to the customer record.
-{{:plus_note.png|}}
-===== If necessary, set up a Call Back =====
-If you have agreed to call the customer back, follow [[general:managing_call_backs|Managing Call Backs]].

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