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CSR Call Flow

The document provides a script for a customer support call flow that includes greeting the customer, gathering their contact information to verify their account, explaining a transaction such as a subscription or refund, informing them about cancellation or refund processing, and offering additional assistance before concluding the call.

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Fernan Macusi
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
24 views

CSR Call Flow

The document provides a script for a customer support call flow that includes greeting the customer, gathering their contact information to verify their account, explaining a transaction such as a subscription or refund, informing them about cancellation or refund processing, and offering additional assistance before concluding the call.

Uploaded by

Fernan Macusi
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Please come up with your own script based on the following call flow:

Opening spiel
Thank you for calling customer support. This is _______. How can I help you?
-----
Gather customer's info
Options:
1. First 4 and last 4 digits of the credit card, or
2. Email address
------
Verify information
Ask/divulge name as seen on the record---pretense
------
Explain the transaction
Company name: ABC
Subscription to streaming website
Amount: $50/month
-------
If for Cancellation: Customer will receive an email confirmation
If for Refund: Will reflect in 3-5 business days
--------
Offer additional assistance
--------

Thank you for calling. Have a great day!

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