Procedures Details Examples

Phase 1: - Greet the customer Hello. This is John from Milestone.

Greeting - Identify yourself I’m your support technician. How
can I help you?
Phase 2: - Listen to the customer’s - May I have your name and
Active inquiry/request/complaint telephone in case we get
listening - Collect necessary information (name, disconnected?
call back number, specifics of the - Can you be more specific? /What
problem) kind of problems do you have with
our website?
Phase 3: - Repeat the problem Let me repeat that back to you to
Gain - Get confirmation to ensure correct make sure I understand: You can’t
agreement understanding log in to our website using Google
Chrome on your Windows 10
computer. You get a permission
denied error message. Is that correct?
Phase 4: - Apologize if the problem is cause by - I’m very sorry for your
Apologize, you, your company, or product/service inconvenience.
empathize - Express sympathy and understanding - I would be very upset too if I were
and reassure with an empathy you.
- Reassure that you will handle the - I will make sure that your issue is
problem dealt with.
Phase 5: - Work on the issue => Make sure the I’m working on it.
Problem customer knows you are there if he/she
solving stays on the line
- Escalate the ticket to a higher level of I’m going to escalate your ticket to
support/an on-site technician. => level two but I’m going to personally
promise that you will get involved make sure that it’s taken care of.

Phase 6: Confirm that the issue is resolved to the Is there anything else I can help you
Confirmatio customer’s satisfaction with?
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