Notes
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1. Greeting: tonal, formal, cheerful (thanks, address yourself/company).
2. Ask for verification info (phone/email/booking number).
3. Ask for callback number (in case disconnection).
4. Mini recap for the provided information.
5. Discovery question (Probing).
6. Assure help.
7. Give solution.
8. Disclosure.
9. Recap the given solution to ask for permission (before taking action).
10. Offer further assistances (if yes go to step 5).
11. Self service.
Chat etiquette
1. Greeting (thanks, address yourself/company).
2. Read & Acknowledge (Concern <> Assurance).
3. Verification.
4. Probing (digging for details).
5. Provide resolution.
6. Recap resolution.
7. Offer further assistance.
8. Self Service.
* Hold Procedure (ask for permission, thanks for that).
* Service NO.
Customer Effort
*Active Reading
*Paraphrasing
*Positive Attitude
*Proactive Assistance
*Providing Self Help Links
Customer Types
*Confused Cathy
(Solu: Giving 3 options only.)
patience
paraphrase
checking in
*Know-It-All Kev
(Solu: Approval his info, also state our policy)
appearciate
be sure about information
display urgency
*Demanding Drake
(Solu: Feel free to ask to fulfill the demand, do it in your possibility)
remain calm
service NO
*Talkative Taylor
(Solu: take time to listen, take notes, talk when they stop)
Patience
Acknowledge
Chime in and talk
Bring back to convo
*Flirtatious Fred
(Solu: Dont give out personal information, be professional)
Assertive
Use given script
*Racist Ryan
(Solu: suggest to end the convo if necessary)
Calm
Dont take personally
Use the given script
*Irate Izzy
(Solu: respond with agree to their express, thanks them for expressing their irate)
let her vent
Dont interrupt
Provide nods
Take notes
*Abusive Abigail
(Solu: follow the script)
Calm
Given script: this is a professional and recorded call.
please do not use profanity on the call or else im going to have to end the call.
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