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Call Flow

The document outlines a call flow for customer service interactions, including opening greetings, acknowledgment, empathy, and reassurance statements. It provides probing questions to understand customer issues, positive scripting for effective communication, and setting the right expectations for solutions. The closing section emphasizes gratitude and offers further assistance to ensure customer satisfaction.

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quilbiochar
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7 views2 pages

Call Flow

The document outlines a call flow for customer service interactions, including opening greetings, acknowledgment, empathy, and reassurance statements. It provides probing questions to understand customer issues, positive scripting for effective communication, and setting the right expectations for solutions. The closing section emphasizes gratitude and offers further assistance to ensure customer satisfaction.

Uploaded by

quilbiochar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Call flow

Opening
Thank you for calling [Company Name]. My name is [Agent Name], and I’m here to
help you today. May I know your name, please?
- Aknowlegment statements:
I understand that
I’m here to help
- Empathy statements:
I understand how frustrating it must be to see unexpected charges
I can only imagine how concerning this must be. I’d feel the same way if I
were in your situation.
- Reassurance statements:
Don’t worry—you’ve called the right place, and I’ll make sure we get this
sorted out together.

- =Let me assure you that I will do my best to get to the bottom of this for you.
Asking probing Questions
- Was there any recent change to your services, such as an upgrade or added
feature?
- Did you happen to receive any notifications about a potential charge or
adjustment on your account recently?
- How has everything else been with our services? Are you satisfied with the
overall experience so far?
Positive Scripting
- “ Here’s some good news…”
- “I’m really glad we could resolve this quickly for you.”
- “It’s been a pleasure helping you today.”
Set right Expectation
- Here’s some good news—what I can do for you today is [solution, e.g., waive
the fee as a one-time courtesy, offer a breakdown, or adjust your plan to
avoid future charges]. How does that sound to you?
- You’re most welcome, [Customer Name]. I’m really glad we could resolve this
quickly for you. Just to make things even easier moving forward, I’ve also
made a note in your account to ensure this doesn’t happen again
Closing
- Before we wrap up, is there anything else I can assist you with today?

- wonderful! Thank you again for giving us a call, [Customer Name]. It’s been a pleasure
helping you today. If you need any assistance in the future, we’re always here for you.
Have an amazing day!
-
- Wonderful! Thank you again for giving us a call, [Customer Name]. It’s been a
pleasure helping you today. If you need any assistance in the future, we’re
always here for you. Have an amazing day!

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