CALL FLOW TIPS

PLACE ON HOLD

ASK PERMISSION
.Is it okay for me to put you on hold for just a moment?
.It may take me a moment to review your information, may I put you on hold?
.If you’re comfortable holding for just a moment, I’ll review
your information and have an answer for you shortly.

THANK THE CUSTOMER

. Thank you so much for waiting (Name), I’m very sorry for the delay!
. Thanks for bearing with me (Name)! I’m sorry about the wait, but I’m ready to
assist you.
. Thank you for holding (Name); I apologize about the wait!
 ASKING INFORMATION

. If it’s okay with you, I’ll need to collect a little bit of additional information
before we proceed.
. To meet your needs, I’ll need to verify some of your information.
. May I ask for more information before we continue?
. It would be great if you could tell me a bit more about…”
. It would be brilliant if you could give me just of few more details on.”

REQUESTING REMOTE SESSION

. I may need to use screen sharing to diagnose your issue. Is it okay for me to
remotely access your browser?
. Im having a little trouble diagnosing your issue based on the information
provided. Would you be willing to let me see your screen to figure out what’s
going on?
. I need some additional information to solve this issue. It would be a great help
if you could share your screen with me. Is okay if I launch a remote session?
 APOLOGIZE FOR AN ISSUE

. I understand how you feel, I’m very sorry. We’re going to take care of this for you
right now.
. (Name), I’m so sorry you have to deal with this problem. Let me check if I can fix it.
. I’m really sad about your negative experience. Tell me what happened and I’ll do my
best to make things right.

EMPATHY (I understand…)

. If I were in your position, I would be upset too. That’s why I'm glad you contacted us
about that, so we get it fixed once for all. I know you've spent a lot of time on this
already. And believe me, your patience here has been so important.
. Don’t worry, I often make that mistake myself.
. I completely understand, other who have been in your situation, have come with the
same frustration and fear and indeed we have helped them with all the tools at our
disposal, because that is our job.
 CALLING US BACK

. Remember, if you have any questions, doubts, issues about Microsoft Office,

please, do not hesitate to contact us and we will be delighted to give you
support.
. Thanks for calling, and if you have any additional questions, please call us.

THANKING COMPLIMENTS

. Thank you, it makes my day to hear that.

. I really put a lot of thought and effort into this, thank you for noticing.
. Thank you, I really appreciate you taking the time to express that.
. Thank you, I am happy to hear you feel that way!