Callflow.

6 Parts of the Call flow: Opening 1 opening spiel Thank you for calling Verizon This is Rhans. May I have your first and last name? 2 first name Nice to meet you NAME of cx 3 rapport How are you today? 4 confirm company name Paul to make sure I have the right account, Can you confirm the company name? 5.verification - oh you verified the account through the IVR, that made it easier for us to pull up your account. 6 confirm caller's role Paul it does indicate that you are the POC for the acct. 7 Offer assistance. how may I help you? Acknowledge 8 Acknowledge the concern: should include the reason for the call 9 provide assurance of help. 3. Uncover. 10 use the TED method more on open ended Tell me more Explain, please explain what Describe what is exactly happening? funnel method down to 11 close ended questions. 12 identify cx real issue. paraphrase FIX 13 provide action steps for resolution once that is done I will make sure. 14 Work on the resolution tools usage - transparency 15 Provide disclosures and reminders. Dive in