Call Flow
Transcript: Before we start, let me ask some quick information, so I can provide you with the best solution. C R M Ask the proper probing Questions Identify the problem Provide the proper solution Provide alternatives for the future, Educate the customer Ask if the customer has any more Questions Provide survey reminder Provide with the Case number Close properly. Did associate fully resolve the customer's request? GREETING Answer call immediately less than 5 seconds Greet the customer Mention Alcatel One Touch Provide your name. Ask for customers name. Ask how you may assist. Use of the Customers Name. Acknowledge Is this the first time you are calling about your concern? Name Contact Number Contact Email City / State Model Number / wireless provider Date of purchase. Call Type Notes I'm sorry to hear about the inconvenience you are experiencing I can certainly help you with ..... Mr/Mrs XXXX Listen quietly and carefully to their complaints and problems , without interrupting. I will be more than happy to help you Advise… don’t patronize . Maintain a sympathetic and even tone of voice. Never raise your voice. I understand, I know that can be very frustrating **I do understand the inconvenience you have faced Refresh the call every 60 seconds. Say thank you and please. 1) Did the associate effectively greet the customer? Ask for Case # if not ask for telephone (link to the previous interaction) Did the associate promote a positive customer experience? Call Flow Did associate close the call effectively? Good Morning, Good Afternoon. Thank you for calling Alcatel One Touch My name is XXXXX May I have your first and last name? Thank you Mr. XXXX How can I help you today I understand your request (paraphrase), is this correct? Is this the first time you are calling about your concern? Make plenty of proving questions to identify the issue and follow all troubleshooting steps specified on CRM Educate the customer on phone usage and provide use information and tips. CUSTOMER EXPERIENCE Is There anything else I can help you with? We are working to improve our service, it is OK if i send you a short survey ? your opinion is very important to us. Please, write down your reference number, in case you need to call us again, so we can access to your information . Thank you Mr/Mrs XXX for calling Alcatel One Touch, have a wonderful day. Demonstrate appreciation/respect. Demonstrates confidence. Matches customers urgency/style. Personalized attention Do not interrupt the caller. Demonstrate a desire to assist. Positive language and tone Be empathetic. Use common courtesy. QUALIFYING CLOSING Could you please spell your name for me? who is your wireless carrier? let´s find out the model number, (please go to setting, about the phone, model..) What State are you contacting us from? If you don't mind, could I please have the telephone number of the device you are calling about? Do you happen to have an email address you can provide us? when was the phone purchased_