Screen 1 of 11
Name of video: Say What? Customer service call flow Description of this Scene: Introduction
Background: Picture to occupy entire screen
Color/Type/Size of Font: American Typewriter 40
Actual text: Say What? Customer Service Call Flow
Narration: No narrationAudio: Soft musicTransition: Fade to next
slide
Screen 2 of 11Name of video: Say What? Customer service call flow Description of this Scene: Introduction 2
If online learning module this slide will explain navigation through the module. According the program used to develop de modules.
Please take a moment to review navigation.
List all navigations options such as back, skip, next etc.
Background: Soft beige Color/Type/Size of Font:
American Typewriter 24, Black
Actual text: Navigation explanation
Narration: No narrationAudio: No AudioTransition: Fade to next
slide
Screen 3 of 11Name of video: Say What? Customer service call flow Description of this Scene: Introduction 3
Actual Text: Phone Etiquette
Narration:
If you talk on the phone, the first thing you need to observe is your etiquette. Business phone etiquette is extremely important when we are conducting business in a call center environment. It is the first impression the customer will have of the company we are representing and it may very well be the last. Let’s examine the basics.
Background: Picture Color/Type/Size of Font: American
Typewriter 24, Black Narration: Narration Audio: Narration Transition: Fade to next slide
Screen 4 of 11Name of video: Say What? Customer service call flow Description of this Scene: Basic phone etiquette body.
Actual Text: ToneNarration: When a customer is forming an attitude or opinion
of your organization based on their telephone customer service experience, the largest element of verbal comprehension – one’s facial expressions and body language – is missing. This requires the caller to rely only on the words that are spoken and the way in which they are spoken to form a favorable or unfavorable opinion of your organization. Our tone should transmit the following to our customers: Interest, enthusiasm, professionalism, courtesy, patience and understanding among other things. Simply faking it is not enough. It is difficult to change of modify this aspect, one way to help you is to put yourself in your customers situation. Try to imagine how you would be feeling if you were experiencing the same issues and respond accordingly.
Background: Picture to cover entire screen
Color/Type/Size of Font: American Typewriter 24, Black
Audio: Narration Transition: Fade to
next slide
Screen 5 of 11Name of video: Say What? Customer service call flow Description of this Scene: Anatomy of a call
Actual Text:Title Anatomy of a Call:
The initial greeting
Fact finding to find out reason for call
The problem-solve – how you gather information from the customer to solve their problem
End the call.
Background: Beige color
Color/Type/Size of Font: American Typewriter 24, Black
Audio: No narration Transition: Fade to next
slide Include picture to the
side of text
Screen 6 of 11Name of video: Say What? Customer service call flow Description of this Scene: Greeting
Actual text:GreetingNarration: Your first words will depend of the company
you are working for and specific requirements they have. However, most calls include:
Thanking the customer for calling the company
Your name The inquiry for the reason of their call. The
proper way to ask is not by the using the word What, or using questions that are interrogative in nature
Questions should start with “May I”. Some examples are: May I have your
address, may I have your name, etc
Background: Picture Color/Type/Size of Font:
American Typewriter 24, Black Audio: Narration Transition: Fade to next slide
Screen 7 of 11Name of video: Say What? Customer service call flow Description of this Scene: The call
Actual textThe CallNarrationAfter the initial greeting and questions to identify your customer it
is now time to help your customer. First some things to keep in mind throughout the call.
Use the customer’s name several times during your call. Thank the caller every time they provide the information you
ask. Acknowledge the customer every time they speak during the
call Always write down the information the customer is providing
so that the customer will not have to repeat the information several times
Paraphrase your customer’s statements to clarify and confirm If necessary to place the customer on hold , first ask for
permission and inform the customer the reason for placing him on hold
Remember to keep coming back to the line every 20 seconds to remind the customer you are still working on the problem. First thing to say is thank you for holding
Awkward silence makes the customer anxious. Explain what you are doing to your customer. For example: “ I am pulling up your account bear with me one moment….” or “
Have picture as background
Color/Type/Size of Font: American Typewriter 24, Black
Audio: Narration Transition: Fade to
next slide
Screen 8 of 11Name of video: Say What? Customer service call flow Description of this Scene: The Call II
Background: Beige color Color/Type/Size of Font:
American Typewriter 24, Black Audio: No Narration Transition: Fade to next slide Include picture to the side of text
Actual Text: The CallFact finding:Ask questions to find out the
reason for the call. Sometimes more than one questions is needed.
Provide problem resolution for the customer
End the call by asking if you can provide additional help and thanking the customer for doing business with you.
Screen 9 of 11Name of Video: Say What? Customer service call flow Description of this Scene: Video Name of Video: Say what? The wrong way
Background VideoActual Text: Say What? The wrong way to
answer a customer call. Bottom of screen: Click next after watching video
Color/Type/Size of Font: American Typewriter 24, Black
Audio: VideoTransition: Fade to next slide.
Screen 10 of 11Name of Video: Say What? Customer service call flow Description of this Scene: Video Name of video: The Right Way
Background VideoActual Text: Call Flow: The Right Way. Bottom of
screen: Click next after watching videoColor/Type/Size of Font: American Typewriter 24,
BlackAudio: VideoTransition: Fade to next slide.
Screen 11 of 11Name of Project: Say What? Customer service call flow Description of this Scene: Credits and ReferencesName of video: The Right Way
Background: Beige Texture Actual Text: Credits and References
(Bulleted list or similar)Color/Type/Size of Font: American
Typewriter 24, BlackAudio: No Audio Narration: NoneTransition: None End
