Notes
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Am I talking to (customer’s name)?
If a customer is not available - May I know your good name? (Rare instance) - sir/mam (Customer responds with a Yes)
(Language switch chances) Thank you for the confirmation.
Is this the right time to talk with you.
Hold script
May I place your call on hold, for a minute, while I check <_details being checked based on customer query_> (Wait for customer’s consent)
Thank you. (Place the call on hold)
Repeat hold script Hold refresh english
Sorry, this is taking longer than expected; may I place you on hold for another minute while I <_get details about/ look up the information on /check the order details/confirm the delivery date etc.,_> (Wait for customer's response).
Thanks again.
Hold release English
Thank you for being on hold <_Customer’s name_> h Thank you for your patience Thanks for waiting patiently. (Provide the details)
Call closing English
Is there anything else I may assist you with today?
(Customer does not have any other questions ) Can I take 10 more seconds of yours - (NISSY }, your feedback is really important to us. Please share your experience based on our conversation by completing the email survey that you'll get after this call session.
Thanks for choosing Flipkart.
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