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*Opening Spiel -


"Thank you for calling [Company Name], this is [Your Name], how can I help you today?"


*Acknowledge -


---> Empathize - depends on the concern, not all the time.


---> Verify - the certain info, name, address, account number, phone number, social security number (last 4 digits) for security purpose only


*building Rapport


*Probing Questions


*Resolutions


*Closing


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===>Opening Spiel -


-Thank the customer


- brand the product or service


- Name of the receiver


- Offer services


===> Acknowledge


- building rapport


- Concern


- Empathy


- Paraphrase (relating and building relationship with customer)


===>Probing Questions


- Dictate the call flow


- authentication or LOQ (national preliminary internet, billing and information, compliment and generate a ticket)
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- features information provided accurate


***How much the price? Or, how big is the size?


===>Resolution


- should e flawless, clear


- info is clear enough due to the clarity of the voice


- smile through your voice


- can cope up with the customer's pace of understanding


===>Closing


- "This is [Your Name} from [Company Name]. Is there anything else I can assist with you?"


- "Thank you for calling [Company Name}."


**Holding the call spiel


- "Can I hold this call for a minute or two?"


- Permission


- Duration


- Reason


- Acknowledgement


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