Phone Call Flow: Quick Reference

Call Flow Checklist:

Intro: Greet, Name, Confirm Caller, Get URL

Greet the customer.
Introduce yourself and confirm caller's name.
Quickly identify the store URL.

Verify: Secure PIN/Details

Verify caller using secure PIN or necessary details.

Understand: Ask, Confirm Goal

Ask probing questions to understand the issue.
Confirm the merchant's end goal.

Troubleshoot: Empathize, Suggest Fix, Mute/Hold (set time), Get Result

Show empathy and suggest a fix.
Use mute/hold appropriately, setting expectations for time.
Work towards getting a result.

Resolve: Explain Solution, Next Steps, Escalate (if needed)

Clearly explain the solution.
Provide clear next steps.
Escalate if necessary.

Attach KB: Find, Attach, Send Link

Find relevant Knowledge Base (KB) articles.
Attach KB articles to the ticket/case.
Send KB article links to the customer if applicable.

Close: Confirm Solved, Branded Goodbye, Offer Survey

Confirm the issue is solved.
Use a branded closing.
Offer a survey when appropriate.

Document: Notes, Category, Status, Jira, Privacy

Document notes professionally.
Select correct category and status.
Link to Jira if applicable.
Ensure data privacy.