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Chat Flow Workbook

PHT | June 2023
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Chat Flow Workbook

Alorica Learn US Telco Chat Simulation

OPENING
A. GREET THE CUSTOMER
a. Opening Script: My name is _____________. May I have your name, please?
b. How can I help you, (customer’s name)?

B. UNDERSTAND
a. Acknowledge appropriately.
b. Empathize accurately. (specific to the customer’s statement or question)

C. ASSURE
a. Take ownership and provide assurance
i. (Negative) Uh no! I will look for options to fix your <concern>.
ii. (Neutral) Of course! I will help you with <concern>.
iii. (Positive) Awesome! I will check our options right away to <concern>.
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Chat Flow Workbook

Absolutely! Thank you for

I appreciate that! being on top of
your <concern>.
Perfect!

PROBE
D. VERIFY YOUR CUSTOMER’S IDENTITY
a. Ask for the mobile number the customer is calling for.
b. Verify information and account identity by asking for the Account PIN
c. Visually review the account and history to help build our customer’s trust.

E. ASK RELEVANT QUESTIONS

a. Ask open-ended questions
b. Ask close-ended questions
c. Confirm your understanding: To confirm, you reached out because____________.
d. Clarify when necessary
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Chat Flow Workbook

RESOLVE
F. COMMON CUSTOMER ISSUES OR CONCERNS
a. The customer has inquiries regarding the plans being offered with intent to change plans in the future.
i. Present the plans/features being offered
b. The customer is inquiring about his account status.
i. Report to the customer his current account status
ii. Explain the reason for the account’s inactivity/suspension/termination.
c. The customer cannot understand his bill.
i. Explain to the customer the reason behind some charges
ii. Explain the jargon to the customer
d. The customer is complaining about the charge.
i. Explain to the customer the reason behind some charges
ii. Explain the jargon to the customer
iii. Present possible options to avoid the charge in the future.

G. USE YOUR TOOLS

a. Plans and Fees Guide

H. UPSELL
a. Talk about the item
i. Describe the feature/plan you are upselling
b. Give the benefits and value of the item
i. Mention why the product is a good option/choice
ii. Mention how it would benefit the customer
c. Close the sale
i. Confirm if the customer would get the feature/plan
 Chat Flow Workbook
RECAP AND CLOSE
I. EDUCATE THE CUSTOMER ABOUT SELF-HELP OPTIONS
a. Advise the customer to do either of the two options:
i. visit www.LNDmobile.com and look for the FAQ (Frequently Asked Questions) button
ii. check his/her LNDmobile app
b. Educate the customer about Auto Pay, and how to set it up. (Only when needed)
i. Website
• sign in to LNDmobile.com
• click My Account, then My Billing
• click Auto Pay
• enter the necessary information
ii. App:
• sign in to LNDmobile app
• search for “autopay”
• turn on Auto Pay
• enter the necessary information
J. PROVIDE A RECAP AND OFFER ADDITIONAL HELP
To recap, you reached out because ____________, and I helped you __________________. Is there anything else I can
help you with?
K. APPRECIATE THE CUSTOMER AND END THE CONVERSATION
I’m glad I was able to assist you today. Thank you for reaching out to LNDmobile and have great day!

This document contains confidential and proprietary information of Alorica

and cannot be reproduced, distributed, or printed without written permission from Alorica.
 Chat Flow Workbook
Dummy Account – Charles B. Carlisle

Important! Trainees, PLEASE DO NOT SHARE ANY PARTS OF THE

DOCUMENT TO PEOPLE OUTSIDE OF YOUR TRAINING CLASS. Thank you!

This document contains confidential and proprietary information of Alorica

and cannot be reproduced, distributed, or printed without written permission from Alorica.
 Chat Flow Workbook
Dummy Account – Thurman A. Williams

Important! Trainees, PLEASE DO NOT SHARE ANY PARTS OF THE

DOCUMENT TO PEOPLE OUTSIDE OF YOUR TRAINING CLASS. Thank you!

This document contains confidential and proprietary information of Alorica

and cannot be reproduced, distributed, or printed without written permission from Alorica.