Inbound Call Flow

Call Handling Skills

1. Open
>Use standard greeting
> Identify yourself (Company’s option)
> Ask customer to provide you with specific details in establishing the account profile
> You will determine who you are speaking to at this stage. From this point on, you are required to address the customer by Mr./ Mrs./ Ms.
> You will determine the specific product or service that the customer is calling about. This will become useful information later.

2. Gathering Information
> Use probing questions to collect data to understand the nature of the call.
> Asking questions will only allow you to determine the root cause of the call and will ensure that you are assisting the customer for all the right reasons.
> Uses the W5 technique: Who, What, Where, When, How and sometimes Why.


3. Isolate Need/Concern/Issue
> Paraphrase the customer’s needs/concerns/issues.
> Explain the importance of doing so. This will ensure that you have fully understood the customers need and have been able to identify the root cause for the call.
> After you have paraphrased if the customer informs you that you are incorrect you must return to probing for more information
> If you obtain confirmation that you are correct, you may then proceed to providing a clear course of action.


4. Provide a Clear Course of Action
> Inform customer what you will do to assist his/her needs.
> Provide accurate information
> Solve the customer’s need with confidence and assurance.
> Follow routine call procedures and processes.
> Be able to properly manage non-routine call scenarios.


5. Close Call
> Reiterate what you have done for the customer
> Thank the customer for all and wish him/her a pleasant day.
> Brand your call


TIP: When you find yourself in a heated discussion with your customer, remember to apply H.E.A.T.

H - Hear them out
E - Empathize
A - Ask questions
T - Take responsibility for your action