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--- general:basic_call_flow [2026/02/04 04:37]
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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 XYZ. 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 their name and full billing address.
-**Talk Track:** //Alright, is this Ms Cindy Cramer in Nevada? And your address is 3500 Naples Drive, Las Vegas, 89103?//
-===== Assist =====
-Click on the name of the customer to open their account record. Review the **Continuity, Fulfillments**, and **Transactions** tabs to familiarize yourself with their account.
-{{:general:assist.png|}}
-**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.
-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 =====
-You must [[howto:add_notes|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
-  * What offers you made
-  * If a refund was given and why
-  * 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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