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  • CSR Call Flow

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    Fernan Macusi
    15 views1 page
    The document provides a script for a customer support call flow that includes greeting the customer, gathering their contact information to verify their account, explaining a transaction such as a subscription or refund, informing them about cancellation or refund processing, and offering additional assistance before concluding the call.

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    The document provides a script for a customer support call flow that includes greeting the customer, gathering their contact information to verify their account, explaining a transaction such as a subscription or refund, informing them about cancellation or refund processing, and offering additional assistance before concluding the call.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    15 views1 page

    CSR Call Flow

    Uploaded by

    Fernan Macusi
    The document provides a script for a customer support call flow that includes greeting the customer, gathering their contact information to verify their account, explaining a transaction such as a subscription or refund, informing them about cancellation or refund processing, and offering additional assistance before concluding the call.

    Copyright:

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

    Please come up with your own script based on the following call flow:

    Opening spiel
    Thank you for calling customer support. This is _______. How can I help you?
    -----
    Gather customer's info
    Options:
    1. First 4 and last 4 digits of the credit card, or
    2. Email address
    ------
    Verify information
    Ask/divulge name as seen on the record---pretense
    ------
    Explain the transaction
    Company name: ABC
    Subscription to streaming website
    Amount: $50/month
    -------
    If for Cancellation: Customer will receive an email confirmation
    If for Refund: Will reflect in 3-5 business days
    --------
    Offer additional assistance
    --------

    Thank you for calling. Have a great day!

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