Customer service call flow script, from greeting to wrap-up

A call flow script for inbound customer service: greet, verify, find the reason, then branch for billing, faults, cancellations and complaints.

Customer service call flow script, from greeting to wrap-upOPEN THE CALLVERIFY THE CALLERFIND THE REASON FOR THE CALLCLOSE THE CALLYesNoYesNoBilling questionYesNoSomething isn't workingWants to cancelYesYesNoComplaintYesNoNoNoYesNoNoYesYesAnswer the callFor agents taking inbound customerservice calls. Each step is what to sayor do next, and each question is afork in the call.Swap in your company's name,verification questions and retentionoffers. The recording notes are forcalls with US callers.Greet the caller with yourname and the company's"Thanks for calling Acme, this is Sam.Who am I speaking with?" Use theirname from here on.Is the call recorded?Tell the caller the call isrecordedCalifornia makes it a crime to recorda confidential call without theconsent of everyone on it, andseveral other states have similarall-party rules. Saying it at the startcovers callers in every state.Carry on without a recordingnoticeAsk for the account numberor the email on the accountCan the caller answer yourverification questions?Use the questions in your verificationpolicy, such as the billing postcodeand the last four digits of the card.Never ask for a full card number, acard security code or a password ona recorded line.Note in the account that thecaller passed verificationGive general help only, withno account detailsGeneral help means policies, pricesand how-to steps. Offer to call backon the number already on theaccount, or ask them to sign in andcontact you from there.Ask what you can help withtoday, then listen to the endLet them finish before you speak.Note the words they use, becausethey often name the product and theproblem.Restate the problem in onesentence and get a yes"So the March bill charged you twice,and you'd like the extra charge back.Is that right?"What is the callabout?Open the invoice the caller isasking aboutIs the charge correctunder their plan andyour policy?Explain the charge line bylineCorrect the charge or creditit, within your approval limitOver your limit, ask a supervisorwhile the caller holds, or promise acallback by a set time and note it onthe account.Walk the caller through thetroubleshooting steps forthat productFollow your knowledge-base articlefor the product. Ask the caller to doeach step and tell you what they see.Did troubleshootingfix it?Ask what's behind thedecision to cancelAsk once and listen. The reasondecides which offer fits, and it's themost useful line in your call notes.Is the caller eligible for aretention offer?Your retention policy sets whoqualifies, by tenure, plan or reason. Acaller leaving over price may take adiscount. A caller leaving becausesomething is broken needs the fixfirst.Make one offer that fits theirreasonDoes the calleraccept the offer?Apply the offer and confirmthe new price and the date itstartsCancel the account as thecaller askedConfirm the end date, any final bill orrefund, and what happens to theirdata. Don't make a second offer aftera no.Let the caller finish, thenacknowledge it andapologise for the experienceApologise for how it went withoutarguing the facts. "I'm sorry thathappened. Let's put it right."Does the caller askfor a supervisor, or isthe fix beyond whatyou can do?Warm-transfer to asupervisor with a one-linesummaryA warm transfer means you introducethe caller and summarise theproblem before you drop off, so thecaller doesn't have to repeat it.Agree the fix and the date itwill happenIs the problemsolved for the caller?Open a ticket with the stepsalready tried and give thecaller its numberTell the caller when they'll hear back,and put that time on the ticket.Recap what was agreedRepeat the outcome, any referencenumber, and what happens next andwhen.Is there anythingelse you can helpwith?Thank the caller by name andend the callWrite the call notes and pickthe disposition codeNotes say what the caller wanted,what you did and what you promised.The disposition code is the reasoncategory your team reports on.

Open the call

  1. Answer the callAgent

    For agents taking inbound customer service calls. Each step is what to say or do next, and each question is a fork in the call.

    Swap in your company's name, verification questions and retention offers. The recording notes are for calls with US callers.

  2. Greet the caller with your name and the company'sAgent

    "Thanks for calling Acme, this is Sam. Who am I speaking with?" Use their name from here on.

  3. Is the call recorded?Agent
  4. Tell the caller the call is recordedAgent

    California makes it a crime to record a confidential call without the consent of everyone on it, and several other states have similar all-party rules. Saying it at the start covers callers in every state.

    Then go to step 6, Ask for the account number or the email on the account

  5. Carry on without a recording noticeAgent

Verify the caller

  1. Ask for the account number or the email on the accountAgent
  2. Can the caller answer your verification questions?Agent

    Use the questions in your verification policy, such as the billing postcode and the last four digits of the card. Never ask for a full card number, a card security code or a password on a recorded line.

  3. Note in the account that the caller passed verificationAgent

    Then go to step 10, Ask what you can help with today, then listen to the end

  4. Give general help only, with no account detailsAgent

    General help means policies, prices and how-to steps. Offer to call back on the number already on the account, or ask them to sign in and contact you from there.

    Then go to step 31, Recap what was agreed

Find the reason for the call

  1. Ask what you can help with today, then listen to the endAgent

    Let them finish before you speak. Note the words they use, because they often name the product and the problem.

  2. Restate the problem in one sentence and get a yesAgent

    "So the March bill charged you twice, and you'd like the extra charge back. Is that right?"

  3. What is the call about?Agent
  4. Open the invoice the caller is asking aboutAgent
  5. Is the charge correct under their plan and your policy?Agent
  6. Explain the charge line by lineAgent

    Then go to step 29, Is the problem solved for the caller?

  7. Correct the charge or credit it, within your approval limitAgent

    Over your limit, ask a supervisor while the caller holds, or promise a callback by a set time and note it on the account.

    Then go to step 29, Is the problem solved for the caller?

  8. Walk the caller through the troubleshooting steps for that productAgent

    Follow your knowledge-base article for the product. Ask the caller to do each step and tell you what they see.

  9. Did troubleshooting fix it?Agent
  10. Ask what's behind the decision to cancelAgent

    Ask once and listen. The reason decides which offer fits, and it's the most useful line in your call notes.

  11. Is the caller eligible for a retention offer?Agent

    Your retention policy sets who qualifies, by tenure, plan or reason. A caller leaving over price may take a discount. A caller leaving because something is broken needs the fix first.

  12. Make one offer that fits their reasonAgent
  13. Does the caller accept the offer?Agent
  14. Apply the offer and confirm the new price and the date it startsAgent

    Then go to step 31, Recap what was agreed

  15. Cancel the account as the caller askedAgent

    Confirm the end date, any final bill or refund, and what happens to their data. Don't make a second offer after a no.

    Then go to step 31, Recap what was agreed

  16. Let the caller finish, then acknowledge it and apologise for the experienceAgent

    Apologise for how it went without arguing the facts. "I'm sorry that happened. Let's put it right."

  17. Does the caller ask for a supervisor, or is the fix beyond what you can do?Agent
  18. Warm-transfer to a supervisor with a one-line summaryAgent

    A warm transfer means you introduce the caller and summarise the problem before you drop off, so the caller doesn't have to repeat it.

  19. Agree the fix and the date it will happenAgent

    Then go to step 31, Recap what was agreed

  20. Is the problem solved for the caller?Agent
  21. Open a ticket with the steps already tried and give the caller its numberAgent

    Tell the caller when they'll hear back, and put that time on the ticket.

Close the call

  1. Recap what was agreedAgent

    Repeat the outcome, any reference number, and what happens next and when.

  2. Is there anything else you can help with?Agent
  3. Thank the caller by name and end the callAgent
  4. Write the call notes and pick the disposition codeAgent

    Notes say what the caller wanted, what you did and what you promised. The disposition code is the reason category your team reports on.

Outcomes

Warm-transfer to a supervisor with a one-line summary

A warm transfer means you introduce the caller and summarise the problem before you drop off, so the caller doesn't have to repeat it.

You get here from step 26, Does the caller ask for a supervisor, or is the fix beyond what you can do? (Yes).

Write the call notes and pick the disposition code

Notes say what the caller wanted, what you did and what you promised. The disposition code is the reason category your team reports on.

You get here from step 33, Thank the caller by name and end the call.