1

Siuation Resolution and Closing

2nd Paraphrasing (OPTIONAL)

To make sure I got this right ... ( + paraphrase the customer´s issue or request).

To make sure we´re on the same page ... ( + paraphrase the customer´s issue
or request).

When asking probing questions, use your common sense

Probing Questions and try to reduce customer´s effort whenever possible.

What seems to be the situation? (used when something isn´t working properly)

When did this situation begin?

Have you experienced this before? / What happened after you tried that?

Do you see an error message?

Use the hold time wisely as it may affect the customer´s

Placing CX on hold experience. You shouldn´t place CX on hold for more than 2 min.

May I place you on a brief hold while I... ( + action to be taken, e.g. to process
your refund)? / Can I please place you on hold for 2 minutes while I...?

I´m going to (+ action to be taken). I´ll remain silent, but I´ll be here on the line in
case you have any questions.

Thank you for patiently holding...

 2

Problem Solving and Closing

Explanation

Based on the information I have available, I can confirm that...

According to the tracking information...

Based on our records...

Possible Solutions

Here´s what I can do (for you): I can process a replacement at no additional cost
or issue a full refund. Do any of these options work for you?

I could (+ possible solution). Would that work for you?

Let me tell you about an idea I have to sort this out...(+ possible solution)

How about...(+ possible solution / when offering additional alternatives)?

Action Confirmation

I have successfully processed your refund. It may take 3-5 business days to be
credited on your account.

I have successfully cancelled your subscription. You won´t be charged again.

 3

Problem Solving and Closing

Additional Assistance

Is there anything else I can help you with?

Did I address all your concerns today?

Closing

I am glad that I could help you today. Thank you for contacting us!

Thank you for contacting + (name of company). Again, my name is (+ name of

adviser). Have a wonderful day!

Tips

- Scripts are simply suggestions of positive and effective language that we can
use with our customers. However, you don´t need to remember everything by
heart. Take some time to understand your script and add your personal touch so
it sounds natural. Keep it conversational and professional.