“Smile, and the day will smile with you”

Let’s greet all our client calls with a smile.

Your smile can permeate through the call and mitigate the frustration on the other side.

Start with a warm welcome and love.

1. Greetings

Welcome to BhaiFi’s Customer Support. How may I help you today?

Thank you for calling at BhaiFi support, my name is xxxxx how can I help you today?

Thank you for getting in touch with BhaiFi tech support, how may I assist you today?

Thank you for contacting BhaiFi customer support, how can I help you today?

2. Acknowledgement

My apologies that you are facing xxxxx, I will surely check the details and resolve it for you.

Main samajh sakta hoon kaisa lagta h jabb hum aise issues face karte hai, main details abhi
check karleta hoon to is issue ko resolve karne ke liyae.

No worries, I will surely check the details and get your issue resolved as soon as possible.

3. Effective Probing

Could you give us some additional information to resolve the issue?”

Mujhe kuch aur information chaiye hogi iss issue ko resolve krne k liyae.

4. Active listening (Once the client has finished detailing the issue)

Hear out the client issue first even when you know the answer or issue, first let him speak.

5. Assurance

We are looking in to the issue and want to solve it at the earliest. May I place your call on
hold?

Thank you for the details, I am going ahead to check the details for you.

Thank you for the information, can I please put your call on hold to check this issue

(Jaankari ke liyae dhanyawaad, kya main aapki call ko hold pe rakh sakta hoon, iss issue ki
jaanch krke k liyae?)

Thank you for the details, I will quickly check and resolve it for you.
 I know how important it is to get the internet up and running, I will do my best to resolve it.

6. Dead air (If unable to resolve the issue in 3 minutes and the client is on hold) -

(MAKE SURE THERE IS NO DEAD AIR, IF YOU ARE WORKING ON IT, ASK TO PLACE
CALL ON HOLD.)

7. Hold

If you need to put them on hold for a longer time, please inform them of the delay. They are
angry and transparency is what we can offer them to alleviate the issue.

“Apologies for the long wait. However, I would need a few more minutes to resolve the issue.
Be rest assured, I will personally call you once the issue is resolved. Thank you for your
patience.”

My apologies for the delay, it seems I would need a couple of more minutes to get this
resolved, how about I call you as soon as the issue is resolved or with update on this issue?

Clients can feel that they aren’t being prioritised and can occasionally express their frustration and
anger on the phone. Stay Calm and give them a patient listening. Do not interrupt when they are
talking. Only when there is pause exceeding 3 seconds, start talking. Modulate your voice and be
apologetic.

How to resolve conflict situations: An Angry Client

8. Empathy

“I’m sorry that you had to encounter these issues. I will look into them at the earliest. May I
place your call on hold while I pull out the details? “

I do understand how critical this issue is for you, please be rest assured, I am working on it on
priority basis, I will make sure to get this issue resolved as soon as possible."

9. Engagement

I know how you must be feeling right now, rest assured, my team is working on it and it
should get resolved very soon.

We are here to help you out, please be assured; I will get it resolved for you.

10.Further assistance
 I am glad to help you with xxxxx, is there anything else I can help you out with?

(As I have checked it seems the issue is from ISP end, I would suggest you to get in touch with your
ISP provider to get this issue resolved, please let me know if there is anything else I can help you
with?)

11. Branding

“Thank you for getting in touch with BhaiFi. We hope to assist you in future as well.”

“BhaiFi support mein call krne ke liyae dhanyawaad, aapka din shubh rahe”

“Thank you for calling in BhaiFi support, have a nice day, take care.”

Statement for concluding the conversation:

Let’s end all the calls with positive affirmation. They are our esteemed clients and it is our duty to
serve them to the best of our abilities.

Text Message TemplateI hope your issue was resolved. In future, please reach out to BhaiFi Support
Team on our primary contact number+91-----------------. We are happy to assist you.

I am glad that we were able to resolve your issue, in future you can call us on our toll free number or
send us an email at

Important Points:

1. Please minimize taking client calls on your personal phone. The calls on ‘My Operator” are
recorded for quality control and not having half the calls on the platform defeats the purpose. Redirect
all the calls on primary BhaiFi support number. Please let the client know (politely) to contact on the
official number.

2. Let’s try and minimize placing the client call on hold. In case, it is absolutely imperative that we
place their call on hold, please ensure the call is on mute.