Call Opening
This sets the tone for the entire call.
What is the call opening?
This includes paying attention as the customer describes the reason for the call and making notes of any important details that are mentioned.
What is Active Listening?
This is the field in a quick create case that you use to concisely and accurately explain what you did during the call.
What is the Enter Case Notes field?
The first step in the call closing; helps the customer reference the call later
What is offering the case number?
This includes working in a quiet space and having your headset on and in position.
What is being ready for the call.
This tool allows you to make a few notes before opening a case.
What is the notes button?
This resource contains articles and step sets that can help you handle many common requests.
What is the KnowledgeBase?
The question you ask to ensure the customer is all set
What is "may I help you with anything else?"
The first piece of information you collect from the caller.
What is the email address?
This is a useful tool for calming upset customers.
What is empathy?
This contains links to guided help that can walk you through scenarios step-by-step.
What is fast links?
Saying "thank you for calling Savvas; have a great day!"
What is a warm farewell?
The answer to this question will help you decide which type of case to create - quick create or new.
What is "how can I help you?"
This technique helps ensure you accurately understand what the customer said.
What is restating the reason for the call?
This involves recapping what you did, sharing the answer to a question, and relaying next steps.
Who is the customer?
This tells you how much and which type of information to gather or validate from the customer.
What is the type of contact match in Salesforce?
This is what you'll use when a customer calls back about an issue they recently reported.
What is an existing case?
Do this if you will be escalating the case or leaving it open for follow up.
What is asking for the best contact number?
Tweaking the scripts to make them feel more natural and comfortable is part of this.