Untitled Note

1. Opening spiel Thank you for calling Verizon Wireless my name is John, may I have your first and last name please? My name is Paul Smith. 2. Use caller’s name Thank you for confirming your name Paul! Sure! 3. Build rapport How are you doing today? I’m doing great! How about you? 4. Confirm the company name I’m doing fine as well. Thank you for asking. It’s ABC Company. Paul, to make sure I have the right account pulled up, may I confirm your company name please? 5. Verification I can see that you already verified through the IVR, that made it easier for us to pull up your account. Yes I did! 6. Confirm caller’s role Paul, I see here that you are the POC for the account, is that right? That’s correct, I’m the POC for the company. 7. Offer assistance Wonderful! I’ll be traveling to Australia next month and I am calling to check if my services will work there. How can I help you today Paul? 8. Acknowledge the concern A trip to Australia sounds exciting! Will this be your first time visiting the land from down under Yes, it’s my first time that’s why I don’t know if I’ll be able to use my phone service there. 9. Provide assurance of help I see, I can check if you will be able to use your services in Australia. That would be nice. I have asked all the manager for all the gather data to be stored and read in recent years ways from multinational companies have damage their countries