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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