NMS’ REVIEWER MALIGAYANG PAGBATI SA LAHAT NG MGA MAGSISIPAGTAPOS!
ENG S215 ENGLISH PROFICIENCY
DEVELOPMENT
HI! NGAYON PA LANG BINABATI
NA KITA SA LAYO NG IYONG
NARATING AT SA PATULOY MONG
PAGLABAN!
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GOOD LUCK SA EXAM!
THE BASIC CALL FLOW IN CUSTOMER
SERVICE
What is Call Flow?
Call flow is the path a conversation follows.
It’s how a conversation is handled.
A good call flow will:
✓ Lead to the best experience for your
prospective customers
✓ Ensure all important details are covered.
✓ Keeps the conversation on track.
PARTS OF CALL FLOW IN CUSTOMER
SERVICE
1. Openthecall
2. Apologize/Empathize/Assure
3. Confirmandverifytheaccount
4. Clarify/Acknowledgetheissue
5. Resolvetheissue&explainthesolution
6. Offer additional assistance
7. Close the call
Open the call
✓ Tone should be upbeat and enthusiastic
✓ Open with a proper and professional
greeting
✓ State the Company Name
✓ Reassure the prospect has called the
correct company
✓ Mention the Representative Name
✓ People like to know who they are
speaking with
✓ Offer to assist
✓ People call because they need help.
“Jose Rizal University, Good Afternoon! My
name is Myco. How may I help you today?”
Empathize/Apologize/Assure
✓ Apologize and Empathize only when
needed
✓ Make sure that you are specific with your
apology and empathy
✓ Assure the costumer that you are there to
help
“I sincerely apologize for what happened.
I know how it feels to be in your situation. Let
me go ahead and help you with your concern.”
Confirm/Verify the account
✓ Get the customer’s account number
✓ Ask for the name on the account
✓ Verify if you are speaking with the
account holder
NMS’ REVIEWER MALIGAYANG PAGBATI SA LAHAT NG MGA MAGSISIPAGTAPOS!

✓ Account verification is a MUST to ensure
you are dealing with the rightful owner of
the account. You don’t want to process
something which is for non-account
holder
“For us to get started, may I have
your account number and the name on
the account. Am I speaking with the
account holder?
Clarify/Acknowledge Customer’s Issue
✓ Restate what the customer is calling
about. This is to validate that you are
getting what the issue of the customer is.
✓ Do not parrot talk! Rephrase
(Parrot talking is repeating exactly what
the customer said)
“I understand you are calling because
your services were disconnected despite
full payment of your bill. Let me see what I
can do to have your services restored.”
Resolve the Issue
“Have you already “power cycled” your
phone? I you have not, kindly turn it off and
turn it on after a minute.
Explain the Solution
✓ Articulate what you have done to resolve
the customer’s issue
✓ Educate the customer about certain
processes they are not aware of
✓ Explain what caused the issue
“Upon checking our system, there is
currently a technical issue within your area
causing the disconnection. However, our
technical team is currently working on it.
Please expect your services to be restored in
1 –2 hours.”
Offer additional assistance & Close the call
✓ Recap the call when necessary
✓ Ask for further help needed
✓ Thank the customer

✓ Ask clarifying questions. Probe. “I am glad that I was able to resolve your
✓ Take action issue. Is there anything else I can help you
✓ Connect to another department to get with? Thank you for calling and have a great
help when needed day!”
✓ Check your resources
✓ Escalate when necessary

“Mr. Customer, you mentioned that you

have already paid the bill in full. Did you make
the payment online or at the payment center?
I ask because payments through pay center
takes two days prior to posting.”