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Basic Call Flow

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Edward Rugamas
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17 views2 pages

Basic Call Flow

Uploaded by

Edward Rugamas
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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GREETING: “Thank you for calling (company name). My name is ___________.

OFFER HELP:
“How can I help you?”
“What can I do for you?”

CLARIFICATION:

1. Paraphrasing*: “As I understand, … Is that correct?”


2. Asking probing questions to clarify or to get more information

EMPATHIZE* AND ASSURE HELP:


“First of all, I am sorry to hear that __________.” “I apologize for ___________.” “I will be happy to
help you”.

ACCOUNT INFORMATION & SECURITY:

Obtain any necessary information to access the customer’s account (e.g.: online ID, passcode,
itinerary number) and verify the account for security purposes (e.g.: email address, phone
number):

1. “May I have your online ID?”


2. “For security purposes, may I have the email address associated with your account?”
HOLD PROCEDURE:
Before: “May I place you on hold for __ minutes while _______?”, “Would you mind holding for __
minutes while _______?”
After: “Thank you for holding”, “I’m sorry for the long delay”, “Thank you for being so patient”

SOLUTION

OFFER FUTHER ASSISTANCE: “Is there anything else I can help you with?”, “Is there anything else I
can do for you?”

CLOSING: “Thank you for calling (company name), have a __________ day!”

*Depending on the account, it might not be necessary to paraphrase or to empathize

This belongs to: _______________________

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