# 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.

Source: https://flowchart.chat/g/customer-service-call-flow-script (version 1, published 14 October 2026)

## Open the call

1. **Answer the call** (Agent)
   - 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's** (Agent)
   - "Thanks for calling Acme, this is Sam. Who am I speaking with?" Use their name from here on.
3. **Is the call recorded?** (Agent)
   - Yes: go to step 4, Tell the caller the call is recorded.
   - No: go to step 5, Carry on without a recording notice.
4. **Tell the caller the call is recorded** (Agent)
   - 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 notice** (Agent)

## Verify the caller

6. **Ask for the account number or the email on the account** (Agent)
7. **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.
   - Yes: go to step 8, Note in the account that the caller passed verification.
   - No: go to step 9, Give general help only, with no account details.
8. **Note in the account that the caller passed verification** (Agent)
   - Then go to step 10, Ask what you can help with today, then listen to the end.
9. **Give general help only, with no account details** (Agent)
   - 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

10. **Ask what you can help with today, then listen to the end** (Agent)
   - Let them finish before you speak. Note the words they use, because they often name the product and the problem.
11. **Restate the problem in one sentence and get a yes** (Agent)
   - "So the March bill charged you twice, and you'd like the extra charge back. Is that right?"
12. **What is the call about?** (Agent)
   - Billing question: go to step 13, Open the invoice the caller is asking about.
   - Something isn't working: go to step 17, Walk the caller through the troubleshooting steps for that product.
   - Wants to cancel: go to step 19, Ask what's behind the decision to cancel.
   - Complaint: go to step 25, Let the caller finish, then acknowledge it and apologise for the experience.
13. **Open the invoice the caller is asking about** (Agent)
14. **Is the charge correct under their plan and your policy?** (Agent)
   - Yes: go to step 15, Explain the charge line by line.
   - No: go to step 16, Correct the charge or credit it, within your approval limit.
15. **Explain the charge line by line** (Agent)
   - Then go to step 29, Is the problem solved for the caller?.
16. **Correct the charge or credit it, within your approval limit** (Agent)
   - 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?.
17. **Walk the caller through the troubleshooting steps for that product** (Agent)
   - Follow your knowledge-base article for the product. Ask the caller to do each step and tell you what they see.
18. **Did troubleshooting fix it?** (Agent)
   - Yes: go to step 31, Recap what was agreed.
   - No: go to step 30, Open a ticket with the steps already tried and give the caller its number.
19. **Ask what's behind the decision to cancel** (Agent)
   - Ask once and listen. The reason decides which offer fits, and it's the most useful line in your call notes.
20. **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.
   - Yes: go to step 21, Make one offer that fits their reason.
   - No: go to step 24, Cancel the account as the caller asked.
21. **Make one offer that fits their reason** (Agent)
22. **Does the caller accept the offer?** (Agent)
   - Yes: go to step 23, Apply the offer and confirm the new price and the date it starts.
   - No: go to step 24, Cancel the account as the caller asked.
23. **Apply the offer and confirm the new price and the date it starts** (Agent)
   - Then go to step 31, Recap what was agreed.
24. **Cancel the account as the caller asked** (Agent)
   - 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.
25. **Let the caller finish, then acknowledge it and apologise for the experience** (Agent)
   - Apologise for how it went without arguing the facts. "I'm sorry that happened. Let's put it right."
26. **Does the caller ask for a supervisor, or is the fix beyond what you can do?** (Agent)
   - Yes: go to step 27, Warm-transfer to a supervisor with a one-line summary.
   - No: go to step 28, Agree the fix and the date it will happen.
27. **Warm-transfer to a supervisor with a one-line summary** (Agent)
   - 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.
28. **Agree the fix and the date it will happen** (Agent)
   - Then go to step 31, Recap what was agreed.
29. **Is the problem solved for the caller?** (Agent)
   - No: go to step 30, Open a ticket with the steps already tried and give the caller its number.
   - Yes: go to step 31, Recap what was agreed.
30. **Open a ticket with the steps already tried and give the caller its number** (Agent)
   - Tell the caller when they'll hear back, and put that time on the ticket.

## Close the call

31. **Recap what was agreed** (Agent)
   - Repeat the outcome, any reference number, and what happens next and when.
32. **Is there anything else you can help with?** (Agent)
   - No: go to step 33, Thank the caller by name and end the call.
   - Yes: go to step 10, Ask what you can help with today, then listen to the end.
33. **Thank the caller by name and end the call** (Agent)
34. **Write the call notes and pick the disposition code** (Agent)
   - 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.