Flow
Description
Examples and comments
Opening
Include Greeting, introduction, and branding the interaction.
Good morning, Thank you for calling Motorola my name is *****, who do I have the pleasure of speaking with?
Rapport building
Get to know the customer, ask them about their day, week, morning..etc
How are you doing today?
Customer Identification
Find out if this is a new customer or repeat caller
Have you contacted us before?
Information Gathering
Request information from the customer:
First and Last name
Email address
Mobile Number
Alternative number (in case call disconnects)
Phone Model
Use comments that will give the customer a sense of benefit for example: Can you provide me with an alternative number so I can call you in case our call is disconnected?
Issue Identification
Ask the customer how you can help if information has not already been rendered.
It is really important at this time to listen and pickup keywords that will give you a bit more of insight into the problem. (Keywords can be: No audio, disconnects, Broken, Frozen, No response, Repair team, L2, Etc.)
Try to ask how can I help you after you have the information you need as this is a very open ended question.
Probing
Ask probing questions which are open ended and closed ended.
Closed ended: Ask these to just go through your checklist of probing questions.
Open ended questions: ask these to get more detail from the customer.
Closed ended: Questions that will require a Yes or No response.
Example: Have you downloaded any applications within the last week?
Open ended: Questions requiring a complex answer.
Example: Which applications have you downloaded?
Solution Offering!
Follow your FAQs, Troubleshooter and offer the customer the steps shown to try and resolve the issue.
Example: Please power cycle your phone by pressing the power button and when you get the option to power off do so. Once off please turn it back on. Let me know when the phone is...