Empathy & Ownership
This shows ownership regardless & confidence.
What is “I’ll take care of this for you.”
This should be checked first.
What is "are you at the location with power & internet?"
This must be explained if the issue isn’t immediately fixable.
What are next steps?
This question confirms full help
What is “Did we resolve everything for you today?”
Every customer should leave knowing this.
What was done and what happens next?
This calms frustration.
What is “I understand how frustrating this must be.”
This verifies success.
What is testing the resolution after troubleshooting?
This should be explained before scheduling.
What will happen next and who will follow up?
This phrase signals confidence
What is "We have resolved all of your issues."
This recap technique builds clarity.
What is summarizing actions completed on the call?
This reassures continued support.
What is “I’ll ensure this is resolved before we end the call.”
This question gives us a timeline of issue.
What is “When did the issue first start?”
Skipping this detail leads to follow-up calls.
What is what the customer should expect after the call ends?
This step reduces callbacks after resolved.
What is reviewing resolution expectations?
This prevents “I forgot” calls.
What is a clear recap?
This replaces “call back.”
What is “I’ll ensure this is completed to avoid you calling back.”
This phrase creates mistrust.
What is “You’ll have to call back.”
This missed step causes same-day callbacks.
What is failing to confirm resolution?
This makes a close sound confident.
What is "I resolved your issue by_______?"
This demonstrates accountability in language.
What is taking ownership through clear commitment statements?
This is sent after email verification to set customer up for future success.
What is self-help guide for the issue calling about or how to use their security system effectively?
This prevents confusion post-call.
What are clearly defined next steps?
This should still be asked even if customer says “that’s it.”
What is “Is there anything else I can help with?”
This final action locks in FCR.
What is confirming resolution before disconnecting?