CALL FLOW – opening


HAR HAR MAHADEV
HAR HAR MAHADEV

“Remember, before opening the call think of something that makes you feel good”

Suggested Verbiage:

“Welcome to Tech Support, My Name is Oscar; How may I help you?”

————————————————————————————–

Thank the customer, and ask for Name.

“Hi Mr. Smith, How are you doing today?”

Having said that, let me clarify that, asking the question gives you space and helps in building Rapport.

Here, depending on the response, we can categorize Inbound Callers primarily, into 3 Categories:

1. Talkative

2. Finicky

3. Professional

PROFILE THE CUSTOMER AND ADAPT ACCORDINGLY

  • The Talkative Customer; would respond something like, “I am doing fine, what about you?”

HERE, TRY TO BUILD A CONVERSATION AND RAPPORT WITH THE CUSTOMER

  • A finicky customer would respond something as, “Are you Yahoo?’; “Is this AOL?”

HERE THE APPROACH SHOULD BE LOGICAL IN NATURE (for e.g; “We do provide support / coverage to Yahoo or HP as well”)

  • Whereas, a Professional customer would respond abruptly and to the point; as, “I am facing an issue with downloading the messages from Yahoo, can you help me with it?”

HERE THE APPROACH SHOULD BE PRECISE AND TO THE POINT

Assurance Statement: “Let me see what best could be done to sort out the issue” 

or

“Rest Assured, we will see what we can do about it”

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