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Customer Service Call Structure
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Active Listening: Repeating the issue back to the customer to ensure there is a mutual understanding
Closing
Thank the customer for calling
Invite customer to call for need additional help
"Thank you <title & name> for calling the ITS Help Desk. <personalized closing statement>"
Summary
- Summarize the call (what you did )
- Bring the customer back to the initial reason they called in
- What are the next steps for the customer?
- status of ticket
Problem Solving &
Solution
Question the requirement- What does this customer need?
Ask clarifying questions
Use all applicable tools and resources
Walk the customer through the process
Do not assume you know the problem or solution -
LISTEN FIRST
Repeating the problem to confirm or let your customer know that you understand their issue
Continue active listening throughout the whole call
Identify
Knowing who you are speaking with can give you valuable information that may help you resolve their issue
Identify the issue; What is the customer trying to accomplish?
Opening
- Greet your customer to our service
- State your name
- Ask customer how you can be help
"Thank you for calling the ITS Help Desk. My name is _____. How can I help you?
- Who are you speaking with?
- Name, EID, E-mail address, DOB