Customer Experience Agenda Statements

Agenda Statements for Calls

Summary
This will explain the breakdown of an Agenda Statement and why it is important to the customer service experience
that we provide to our customers

Who does it affect/who needs to know?

All Customer Experience/ Retail Fixed Team Member

What is the process?

Agenda Statement
To put a customer at ease at the start of a conversation by letting them know you clearly understand the purpose of
the call and know how to help them achieve their goals. You can do this by stating what you are going to do, how you
will do it, seeking their input, confirming the customer’s permission to give us their time to assist them and also provide
a credibility statement so that the customer is confident you are the person to speak to.

You can achieve this with these 5 steps

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Owner: Must be a GLT/ELT role title
 Purpose/Agenda

State the purpose of your call in one sentence. Make sure that you stay high level and make your purpose short,
sharp and focused on the benefit the customer will have in your interaction. The purpose is to get the customer’s
attention to create interest, you will then follow this with the agenda. An agenda should quickly outline the topics to be
covered in your conversation without too much detail as too much detail will detract from the rapport you are wanting
to build with your customer

Example
“You have placed a bundle order at your local Telstra Store XXX, in order to make this a smooth connection process
I’m calling to provide you with the next steps to getting you connected to our Telstra Network”

Input

Here you are asking the customer if there is anything else that they would like to cover. As a support team we have a
lot of information to give our customer’s but we need to ensure that the customer remains’ engaged and interested in
our interaction by keeping them actively involved in the conversation.

Example
“Is there anything else I can assist you with today?”
“Do you have any questions while you have me in the phone?”

Permission/ Time

This step is as simple as asking the customer for a moment of their time to proceed with the conversation. This is
important because a customer is inclined to Actively Listen once they give you permission.

Credibility Statement

A credibility statement is important for the following questions

 Why you?
 Why Telstra?
 Who are you
 What do you do?
 Why should I spend my time on you?

This can be achieved within the first few seconds of your call giving the customer faith that they are speaking with the
right people.

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Owner: Must be a GLT/ELT role title
Scripting, How would you say it

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Owner: Must be a GLT/ELT role title