Dial Customer Solutions Internal CS Wiki

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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.

===== 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 cindycramerlv@gmail.com?//

===== 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.

**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 [[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.

===== 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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