CALL FLOW

 Opening
 Listening: Empathy; Apology; Assurance
 Probing
 Paraphrase
 Hold Procedure / Thank Customer
 Resolution
 Further Assistance
 Closing

CALL SUMMARY
 Purpose of a call summary
 Key Features:
 Name of the customer
 Time of call
 Call Duration
 Content or purpose of the call
 Resolution given

 Points to be written:
 The reason for the call
 What was the solution provided?
 Ticket no if any
 Follow ups
 Regarding the follow up Email

EMAIL
 Subject Line
 Salutation
 Body of the Email
 First Paragraph
 Resolution
 Call to action
 Contact information
 Signature
  Opening
Thank you for calling Amazon. I am < Name >. How may I assist you today?
 Listening: Empathy; Apology; Assurance; Ask the customer’s name
9999 1234 4555 6666
 Probing
 Paraphrase
 Hold Procedure / Thank Customer RPT ( Reason, Permission, Time)
 Resolution
 Further Assistance
Is there anything else I can assist you?
 Summary / Summarize the call
 Closing
Thank you for calling Amazon. Have a wonderful / great day.

Name of the customer: Jagadeesh K

Time of call: 15:45hrs
Call Duration: 5.35 mins

Today Jagadeesh had called our helpline regarding the availability of his credit card -
9999 1234 4555 6666, . After verification, the available credit limit was informed to
him. The available credit limit is Rs25000. A follow up email has been emailed to
him after the call.

Today Niteesh had called regarding his broad band connection for number
566665653. He is facing network issues in terms of stability. * he is facing network
issues at his areas i.e RK Nagar since this morning. A ticket has been raised and the
ticket no is 12345. The same has been shared with the customer. We have promised
that the issue will be resolved within 3 hours. We need to follow up with the customer
regarding the same tomorrow morning at 11:00 am, A detailed follow up email has
been sent to him after the call.

EMAIL
Subject Line: Regarding available balance on Credit card no 2444 5666 7888 9999
Dear Jagdeesh,
 Thank you for contacting our customer care help line this morning. This email is
further to our conversation over phone. You had called us to inquire about your credit
limit on your card no: 2444 5666 7888 9999

Please find the details about your card:

 Actual Credit Limit: 750000
 Available credit limit: 250000
 Min to be paid: 15000
 Amount Received for the month of December 2023: Rs 35000
 Your next payment is due on the 7th of January 2024

You can make your bill payments online through our official website www.citibank.com
For any further queries you may call our customer care number 1500 456 456 or email us at
customercare@citibank.com

Amrutha
Customer care representative
Credit Cards
Citi bank
6556657657
Amrutha.d07@citibank.com