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Chapter 158: 158
. . .
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
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*beep
- it is always start with the beep
Advertis.e.m.e.ntOpening:
---> Provide branding [Company Name]
Example: Thank you for calling [Company Name], this [Name], how may I help you?
---> Introduce Name
---> Offer a.s.sistance or help for you to e ale to hear customer's concern .
---> Acknowledge, Empathize, a.s.surance --- [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 . )
a.s.surance:
- Rea.s.surance 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 a.s.sistance .
RECAP first
CLOSE
---> Close the call by branding the account .
. . .
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