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.

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?

Use the CRM to find the customer:

1. Click Customer > Customer Service to bring up the search form.
2. Click Search Orders to view results on the bottom pane.

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?

You need to ask for any best call back number just in case the call got disconnected?

Talk Track: May I please ask for your best call back number just in case we disconnect?

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.

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.

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 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 you have agreed to call the customer back, follow Managing Call Backs.