Professional Documents
Culture Documents
Call Flow
Call Flow
Call Flow
Call flow
CALL FLOW FOR YOUR REFERENCE *OPENING THE CALL - Greet the customer with a positive tone. Make
them feel that you are willing to help *AER - Once the customer informed you about their issue,
acknowledge it by saying "Thank you for raising this concern to us, I know how important it is for this
issue to be resolved. And since you got me on the line, I can definitely help you with that". or deliver it in
your own words, apologize when necessary. *PROBE - Ask the customer with questions that will help
you narrow down the situation. *OPEN BPI - Upon asking few probing questions, open the BPI and
follow diligently. *PLANT A SEED - While going through out the BPI steps, open the ORDERMAX and
check the upgrade opportunities for the customer. Upon checking the available options for the
customer, tell them that you have a great news for them and it will be discussed once you have resolved
the issue. *BUILD A CONNECTION - While you are resolving the issue of tthe customer, ask them
questions like "How are you doing?" or better yet, ask them how's our services. You can also update
them of what you are doing. In this way, we can avoid dead airs. *RESOLUTION - After all the
troubleshooting, deliver the resolution to the customer with affirmation *TIE IT BACK - Once the issue of
the customer is resolved, now is tthe perfect time to transition to sales. "Remember the good news that
I mentioned earlier?" Make sure that you are clear in delivering the upgrade opportunity to the
customer and answer all the questions the have. *POWERFUL CLOSING - Upon answering all the
questions of the customer, ask them if there's anything else you can be of help. If none, close it by
having a RECAP of what you did and position the MYBELL application. Don't forget to state your Name.