Suddenlink Call Flow

***Open Pathfinder Immediately***                             

Greeting: 
"Thank you for calling Suddenlink. This is ___. Who am I speaking with?

Get the Reason for the call: 

Hi, _____, how can I be of assistance to you today?"

Reflect/Take Ownership/Ask permission (relate to the customer issue)  (Express Empathy)

· I know how difficult it can be when your _________ is not working.  
· I’m glad you got me on the phone because I will be able to help.

***Check the 'CUSTOMERVERIFIEDFORAUTOMATION' field in the Genesys Workspace.***

Get a Contact # in case you are disconnected – You are required to call them back.
In case we get disconnected, may I have a good number to call you back?
Thank you for that number. 

MENTION CUSTOMER LOYALTY/ TENURE

I see that you’re a VIP customer and have been with us for 12 years, thank you for your service!

Discovery Questions/Troubleshooting:
Now you said you were having trouble with _______(issue), is that right?   

Notes in Pathfinder should include the Following:

 First and Last name of customer calling in
 Contact #
 How they verified the account
 Reason for the call:
 Resolution:

Offering Self Services:  (You can do this while you are researching to resolve customer issue)
Also, I wanted to let you know, that in the future if you have any questions or wonders about our services and
how they may work, you can go to our self-service website at “help.suddenlink.com”. This will give you a
multitude of information.
Recap:
(Each situation will be different and may require tailoring to the specific needs of your customer )

“As we finish up today Mr./Mrs. _____________, I just want to confirm we:”

 “Were able to resolve your ___________(issue) by ________________(solution).”

 “Were able to schedule a technician to address your ________(issue) scheduled for _____(date/time).”

Additional Assistance:
Is there anything else I can help you with Mr/Mrs ________? Or
Do you have any other questions or concerns today Mr/Mrs ________?
Satisfaction reminder:
Now I've answered all the questions you have, is there anything else I can do for you to ensure that you're
satisfied with our services?

Alright, __________ I just want to make sure that we are having a 100% happy customer on the line 

((Disposition Pathfinder))

Closing:
Thank you for choosing Suddenlink and I hope you have a great day!!