Notes
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GREETINGS:
(Greetings, handshake, offering to assist)
Greetings: "Thank you for calling Samsung. This is Yue. I will be your technical support specialist today. May I please have your transaction number or home phone number with the area code?"
Handshake: "Thank you for your phone number."
Assist: "How can I be of service today?"
IDENTIFY & GATHER:
(Respond to concern, empathy, assurance statement)
Responding to the concern: Restate the customer's concern in your own words.
Empathy: "I'm sorry to hear your Netflix is not working on your smart TV. I know how frustrating it can be."
Assurance Statement: "I would be more than happy to help you with that..." or "I can definitely help you with that."
SOLUTIONS & OPTIONS:
(Probing, funnel approach, cues/clues, re-verify customer information)
Open-ended question: "Tell me more about the noise your washer is making."
Close-ended question: Yes/No, confirmed facts
Funnel approach: Start broad and narrow it down later.
Cues/Clues: Don't assume anything.
Reconfirm customer information: Need IMEI# for all service procedures, reconfirm email address and address.
Putting a Customer on Hold: (25% of whole scoring)
Ask the customer's permission to be placed on hold.
Inform them of why you are putting them on hold and how long it will take.
Thank customer for holding upon returning to the call. "Thank you for holding"
Check back in with the customer with in appropriate intervals. (every 1 min, no longer)
CLOSING
Resolution Close Question:
After resolving the customer's concern (or advising on the next steps), you should always ask the customer if they have any other questions or concerns prior to closing the call.
Do you have any other questions for me today?
Is there anything else I can help you with?
If the customer does have an additional question or concern, then followup with another resolution question.
Was I able to resolve all of your questions?
Are there any other questions you have for me today?
After you ensured you have addressed all of your customer's concerns with a resolution close question, it is time for closing
The call closing should consist of the following:
Thank the customer for calling
Samsung Branding
"Thank you for calling Samsung, my name is Yue, have a good day."
"We appreciate your business and thank you for calling Samsung."
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