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  • Call Flow

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    Eki Omallao
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    This document outlines the steps for handling a customer service call flow, which includes opening the call by greeting the customer, empathizing and apologizing to understand the issue, researching the customer's account and asking relevant questions to gather information, resolving the problem or answering questions, and offering additional help before closing the call.

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    CALL FLOW

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    This document outlines the steps for handling a customer service call flow, which includes opening the call by greeting the customer, empathizing and apologizing to understand the issue, researching the customer's account and asking relevant questions to gather information, resolving the problem or answering questions, and offering additional help before closing the call.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    11 views1 page

    Call Flow

    Uploaded by

    Eki Omallao
    This document outlines the steps for handling a customer service call flow, which includes opening the call by greeting the customer, empathizing and apologizing to understand the issue, researching the customer's account and asking relevant questions to gather information, resolving the problem or answering questions, and offering additional help before closing the call.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    CALL FLOW

    Opening call
    Step 1: Open the call
    State a greeting

    Probing or asking question


    step 2:  Empathize/ Apologize/ Assure

    Research
    step 3: confirm the costumers account
    step 4: Probe or ask relevant questions

    Resolution
    step 5: solve the problem or answer the question
    step 6: Offer additional assistance

    Closing the call


    step 7: close the call

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