Lesson # 5
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Process of Call Flow:
Call Flow
- sometimes you have to skip for alternate, it is not just following the flow
- it is called logical call low
*beep
- it is always start with the beep
Opening:
---> Provide branding [Company Name]
Example: Thank you for calling [Company Name], this [Name], how may I help you?
---> Introduce Name
---> Offer assistance or help for you to e ale to hear customer's concern.
---> Acknowledge, Empathize, Assurance --- [AER]
Example: Thank you for calling [Company Name], this [Name], how may I help you today?
***Without American Accent:
Example: Thank you for calling [Company Name], this is [Name], how may I help you today?
Note: You should not apologize if it is not the fault of the company.
Acknowledge:
- gaining the trust of the customer
- understand the problem
Example: We understood that you have no internet connection.
*Paraphrase the sentence of the customer, but you must give the hint.
Emphatic Response:
(Empathy is not apology.)
Assurance:
- Reassurance of the problem
Example: Thank you for letting us know that you don't have internet connection right now. If that happened to me, then I couldn't send email to my friends.
Identification Process:
- Probing
- Verifying
*Probing - ask questions what and when
---> to know the real concern
---> you can gather information
**Funneling Method:
---> Ask for the name, account number, and billing address.
---> Any forms of questions where you expected to wait for an answer to clarify things.
Resolve:
- Provide the instructions step by step
- Follow the customer's pace
- Confirmed resolution
- Ask for further concern/offer another assistance.
RECAP first
CLOSE
---> Close the call by branding the account.
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