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Call Flow Template Powerpoint

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Call Flow

Transcript: Call Flow Offer the reference number. Soft skills Commoun erros, change the date of dates, information. 98% has to be met. We are allow to buy and bill. El numbero se remplazon por correo

CALL FLOW

Transcript: Account Authentication Begin resolving the issue by troubleshooting Discuss services and bill Escalations to dispatch Hannah Robinson Satisfy Reason for Call CALL FLOW Name, address, and phone number Extra authentication for sensitive information Summarize notes Agree on resolution Empower customer Close call Greet customer Emphasize brand Introduce yourself Survey Offer assistance Everyone is a Customer Opening Notate Account and Conclude

Call Flow......

Transcript: >> State your name and ask for the owner or manager who is in charge with the marketing. >> Same as the 1st time you call, follow the call flow. >> State your name and ask for the owner or manager who is in charge with the marketing. >> Brief introduction of Restaurant.com Get the information of the owner or manager. * Name of the owner or manager * Contact number or alternate contacts * Best time to call the owner or manager >> Make sure to complete the script so that the owner or manager will understand and agree. >> Close the Sale and make sure of the recording specially the Authorization and Recording. Call Flow...... Spoke with the Owner or Manager 1st Time Calling a Restaurant Call Back Was not able to.... >> Discuss more about the campaign >> Get the important information's: * Name of the restaurant * Complete address of the restaurant * Website (if there is) * Alternate contact number * Email address

CALL FLOW

Transcript: THE CALL FLOW WHAT IS CALL FLOW? CALL FLOW PREPARED BY: NIKKO RIVERA WHY IS CALL FLOW IMPORTANT? • A Call flow is important because it provides structure to your calls. It allows you to have a pattern you can follow so you can lessen your customer’s effort on their end. • A Call flow also allows you to handle calls in a timely manner. Since you have a pattern to follow, you won’t waste your customer’s time running around in circles over unimportant matters. • A Call flow will also make you sound like an expert since it will appear to the customer that you know what you are talking about and that you know the process of your account. • Well wishes doesn’t always have to be tied to a celebration or a holiday, you can also say “drive safely” or “stay healthy”. • Tip: Instead of saying “Merry Christmas”, you can say “Happy Holidays” so it’s more general and not specific to a religion. • If you are ending the call on a bad note, appreciate your customer’s time and effort speaking with you and highlight what was done/discussed during the call. For example, “We appreciate your time in allowing us to explain the charges on your account. Thank you for calling us today.” KNOWLEDGE CHECK 1. CALL FLOW 2. GREETINGS 3.IMPORTANCE OF CALL FLOW 4. RESPOND 5. PROBE 6.VERIFY 7.RESOLVE 8.CLOSE 9.RECAP

Call Flow

Transcript: Before we start, let me ask some quick information, so I can provide you with the best solution. C R M Ask the proper probing Questions Identify the problem Provide the proper solution Provide alternatives for the future, Educate the customer Ask if the customer has any more Questions Provide survey reminder Provide with the Case number Close properly. Did associate fully resolve the customer's request? GREETING Answer call immediately less than 5 seconds Greet the customer Mention Alcatel One Touch Provide your name. Ask for customers name. Ask how you may assist. Use of the Customers Name. Acknowledge Is this the first time you are calling about your concern? Name Contact Number Contact Email City / State Model Number / wireless provider Date of purchase. Call Type Notes I'm sorry to hear about the inconvenience you are experiencing I can certainly help you with ..... Mr/Mrs XXXX Listen quietly and carefully to their complaints and problems , without interrupting. I will be more than happy to help you Advise… don’t patronize . Maintain a sympathetic and even tone of voice. Never raise your voice. I understand, I know that can be very frustrating **I do understand the inconvenience you have faced Refresh the call every 60 seconds. Say thank you and please. 1) Did the associate effectively greet the customer? Ask for Case # if not ask for telephone (link to the previous interaction) Did the associate promote a positive customer experience? Call Flow Did associate close the call effectively? Good Morning, Good Afternoon. Thank you for calling Alcatel One Touch My name is XXXXX May I have your first and last name? Thank you Mr. XXXX How can I help you today I understand your request (paraphrase), is this correct? Is this the first time you are calling about your concern? Make plenty of proving questions to identify the issue and follow all troubleshooting steps specified on CRM Educate the customer on phone usage and provide use information and tips. CUSTOMER EXPERIENCE Is There anything else I can help you with? We are working to improve our service, it is OK if i send you a short survey ? your opinion is very important to us. Please, write down your reference number, in case you need to call us again, so we can access to your information . Thank you Mr/Mrs XXX for calling Alcatel One Touch, have a wonderful day. Demonstrate appreciation/respect. Demonstrates confidence. Matches customers urgency/style. Personalized attention Do not interrupt the caller. Demonstrate a desire to assist. Positive language and tone Be empathetic. Use common courtesy. QUALIFYING CLOSING Could you please spell your name for me? who is your wireless carrier? let´s find out the model number, (please go to setting, about the phone, model..) What State are you contacting us from? If you don't mind, could I please have the telephone number of the device you are calling about? Do you happen to have an email address you can provide us? when was the phone purchased_

Call Flow

Transcript: Call Flow Resolve the issue 1. Greeting Answer the call with energy, say your name and thank the customer for contacting the company. For example: - "Thank you for contacting **NAME OF COMPANY** this is **YOUR NAME**, how can I help you today?" - "Welcome to *COMPANY NAME* Customer Service. My name is *YOUR NAME*. How can I help you?" - "Good afternoon. You’re speaking to *YOUR NAME* in the *Department’s name*. How may I help you?" Identify the Issue REMEMBER! After greeting the customer... - Ask for their personal information to confirm they are the account owners. "May I please have your phone number and name?" "Could you give me your phone number and name?" - Make the disclaimer!! It's important the customers know they are being recorded. "The call is being recorded for monitoring purposes." "This call may be monitored for training and quality assurance purposes." It's important to ask probing questions to have a better understanding of the issue and give the proper solution. 1. Don't assume information!!! 2. Ask as many questions as necessary Examples: - How much was the order? - Did you use a credit card or a debit card? - What is the error message that you receive? - When did you purchase the item? - When did you get this charge in your account?

Call Flow

Transcript: Call Flow Introduction Introduce yourself and Explain your Value Gatekeeper Dig Deeper Questions What brings people into town? When is your busy season? What kind of guests do you have? Business or Travelers How long have you been at the property? Who would I want to speak with about maintenance like showerheads and faucets? Who would I want to speak to about in room supplies like sheets and towels and shampoos? Why? Know more info to leverage on conversations with Decision Maker. Decision Maker Why? Learn about them and their processes Pitch what they need Understand what they value They need to understand why they should take your call Grab Statement: I currently work with a lot of properties like yours. My job is to ask questions that will help me understand your needs and what you value and I then work to find solutions to make your job easier and save you money. Dig Deeper Questions: What do you know about HD Supply? What do you know about the benefits you receive being _______? Tell me about your property. How long have you been at the property? What is your role in inventory management and processing orders? What's the best time to reach you? Is there a cell phone or better number to contact you? Build Rapport Offering Problem Problem Solution Solution Strategy Understand Purchasing Competitive Advantages Competitive Advantages Case Study Before After Pitch Product Close Ongoing Order Q A & Activate New Product Category Q A & Uncover Opportunity Q A & Uncover Opportunity Q A &

Call Flow

Transcript: Schedule a Consult Receive phone call Member Satisfaction "Focus on the process not the outcome. The outcome will take care of itself if your process is right."

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