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  • Call Flow Steps

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    Gabriela Lourdes Rodríguez Parada
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    The representative greets the customer and requests their contact information for security purposes. They ask the customer to clarify their request and paraphrasing it. For refunds or returns, the representative asks probing questions about when and where the item was purchased, how it was paid for, and the receipt number to look up the transaction. If needed, the representative places the customer on hold to check information and thanks them for holding. Finally, the representative closes by asking if they can provide any other assistance and wishing the customer a great day.

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    Call+flow+steps

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    The representative greets the customer and requests their contact information for security purposes. They ask the customer to clarify their request and paraphrasing it. For refunds or returns, the representative asks probing questions about when and where the item was purchased, how it was paid for, and the receipt number to look up the transaction. If needed, the representative places the customer on hold to check information and thanks them for holding. Finally, the representative closes by asking if they can provide any other assistance and wishing the customer a great day.

    Copyright:

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

    Call Flow Steps

    Uploaded by

    Gabriela Lourdes Rodríguez Parada
    The representative greets the customer and requests their contact information for security purposes. They ask the customer to clarify their request and paraphrasing it. For refunds or returns, the representative asks probing questions about when and where the item was purchased, how it was paid for, and the receipt number to look up the transaction. If needed, the representative places the customer on hold to check information and thanks them for holding. Finally, the representative closes by asking if they can provide any other assistance and wishing the customer a great day.

    Copyright:

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

    1. Thank you for calling (name of the company) my name is___________.

    Can I have your


    name? …WAIT…
    2. How may I help you?
    3. As I understand, (PARAPHRASE THE CUSTOMER REQUEST) is that correct?
    4. I am sorry to hear that…(say the issue), but I will do my best to help you today
    5. FOR SECURITY PURPOSES Can I have your email address?
    -Could you tell me your phone number?

    -May I have your itinerary number (hotels, flights, cars – reservation numbers) //
    receipt number (businesses, stores – electronic stores, clothing stores etc) // order
    number (restaurants/online purchases)
    6. Probing questions:
    Stores: I want a refund / return / exchange

     Can I know why you need a refund / return / exchange?


     Can I know when you received your item?
     May I know your receipt number?
     Can I know when you bought the item?
     Could you tell me where you bought it? Online or in the store?
     Could you tell me how you paid the item?
     Could you tell me how much you paid?

    Hold procedure: May I place you on hold for 2 minutes while I check some information? //
    Thank you for holding!
    Solution
    Closing: Is there anything else I can help you with?
    Thank you for calling! Have a great day!

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