Inbound Script

Opening Script

Agent: Good Morning, welcome to DAIKIN. My name is ……… How may I assist you?

Customer: My AC is not working/I need servicing, etc… (customer will tell his/her concern)

Agent: I apologize for the inconvenience caused to you and I will surely assist you with the same.

(Apology is required only when customer is facing some issue or repeat call scenario, but empathy and
assurance is must on every call).

Agent: May I know your registered mobile number?

Customer – My number is ………

SCENARIO1:

If the number is registered:

Agent: As I can see here that this number is registered with the name of …… (cx name). could you please
confirm your address?

Customer: My address is ……. (we will only proceed further if all the details provided by customer is
correct as per our records)

If details do not match: Mr/Ms___, we have a different address in our records. I would request you to
confirm the correct address?

NOTE: if still customer is not able to confirm the details THEN we will create a new profile with the
new address.

SCENARIO2:

If the number is not registered:

Agent: Mr/Ms___, the number that you have confirmed is not registered with us. Could you please
provide any alternate no. which is registered with us?

If profile is still not found

Agent: Are you calling Daikin customer care for the first time?

If customer says yes. We will create a new profile. Capture the details from the customer and confirm it
phonetically.

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Product details confirmation

If I base is available and is in active status

Agent: MR/Ms.___, I can see here that you are using______ AC and its under warranty/out of warranty.

Note: If under warranty, we will confirm the dealer name

If I base is not available, we will ask the customer,

 Mr./Ms._____, May I know the type of AC which you are using?

 Is it under warranty/out of warranty?

1 If under warranty, ask for the Dealer name.

2. If unit is out of warranty then we will ask, “Mr/Ms._____, do you /extend warranty plan. If no
associate will inform the charges accordingly.

Hold Script

“ Mr/Ms.____ May I place your call on hold for a minute”

Unhold Script

“Thank you for being on hold. Your request has been successfully registered. Our service team will
contact you as soon as possible”

Important Line to be used during each call

Sir I would like to inform you please do not pay any online advance payment for installation, repairs or
service without visit or receipt.

NOTE: This line should not to be used in case we receive AMC call or sales query.

Closing Script

Thank you for calling DAIKIN. Have a nice day. You were talking to …. (associate’s name )

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Reminder Call Scenario

Opening:

Agent: Good Morning, welcome to DAIKIN. My name is ……… How may I assist you?

Customer: Tell his concern

Agent- I apologize for the inconvenience caused to you and I will surely assist you with the same.

May I know your registered mobile number?

Could you please confirm your address?

Customer: My number is ………

Agent: Will take action according to the concern by following escalation hierarchy. And also will create a
reminder.

Mr./Ms._____ I would like to inform you please do not pay any online advance payment for
installation, repairs or service without visit or receipt.

Closing Script

Thank you for calling DAIKIN. Have a nice day. You were talking to …. (associate’s name)