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  • Call Flow Sample - Tech Support

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    KANIKA
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    (1) The customer, Robert Smith, had not been able to log into his account for over a week due to an incorrect password error message. (2) The engineer empathized with the customer's frustration and worked to resolve the issue by verifying account details, checking if the account was locked, and ultimately resetting the password. (3) After several steps,

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    (1) The customer, Robert Smith, had not been able to log into his account for over a week due to an incorrect password error message. (2) The engineer empathized with the customer's frustration and worked to resolve the issue by verifying account details, checking if the account was locked, and ultimately resetting the password. (3) After several steps,

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    © All Rights Reserved
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    4K views3 pages

    Call Flow Sample - Tech Support

    Uploaded by

    KANIKA
    (1) The customer, Robert Smith, had not been able to log into his account for over a week due to an incorrect password error message. (2) The engineer empathized with the customer's frustration and worked to resolve the issue by verifying account details, checking if the account was locked, and ultimately resetting the password. (3) After several steps,

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 3

    MOCK CALLS SCRIPT SAMPLE

    HELPDESK

    Situation: A customer has a ‘Password Reset’ problem. He has not been able to
    log into his account for more than a week.
    Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate.
    Goal: Pacify the irate caller, Resolve the issue of the customer and Establish
    rapport.

    Engineer: Thank you for Calling WAB. My name is ABC, May I know who I am
    speaking with? (Customer responds).
    Hello, Robert (addresses the client by their name). How are you doing?
    (Allows the customer to respond)
    Great to hear! I’m doing very well, thank you for asking.
    How can I help you today?
    Customer: Responds with his/her problem
    Engineer: (Empathizes and apologizes) So sorry about that. I am sure that might
    be frustrating. I will help you log into your account quickly. (Probes) If you give
    me your full name and account number/ User ID, we can go ahead and start
    making the correction for you right away.
    Customer: What did you say? Can you be a little louder?
    Engineer: Sure, I was asking you about your Phone or Account Number and also
    that I would set things right for you once I have the credentials. I hope you were
    able to hear me now, Robert.
    Customer: Well, before I give you my account information, I just want to let you
    know that I'm really frustrated. I can't access my account for almost a week now.
    You can't even provide a decent service. What's wrong with you people? YOUR
    SERVICE IS A BLUNDER!
    Engineer: I'm really sorry for the inconvenience, I would probably feel the same
    way if I'm in your situation. But, don't worry, I promise you that we'll get your
    issue resolved. Let me get your account number first so I am sure that I am
    working on the right one. Would that be ok? (Probes)
    Customer: Sure, my account number is 860-995-****
    Engineer: (Probes further) Got it, may I please verify the full name on the
    account?
    Customer: It's Robert Smith, I am the account holder.
    Engineer: (Confirms the credentials and starts to troubleshoot if the details are
    authentic.)
    Engineer: (Reconfirms) Ok, based on our conversation this far, your problem of
    not being able to log into your account can actually be fixed over the phone. But, I
    will need to walk you through on some simple steps, would that be ok?
    Customer: I've gone through the steps, believe me, I've checked everything before
    calling you!
    Engineer: Oh, that's good, but, can you please let me know if you are getting any
    error message.

    Customer: Fine! When I try logging in, I get the error message as “Incorrect


    Username and Password” and the last time I tried, that was this morning, I got a
    message that says, “Your account has been locked-out”. Are you happy now?
    Engineer: Thank you for your patience! As you could confirm the error messages
    to me, your password will have to be unlocked first, if it is locked, and then reset.
    This will be the fastest solution. Do you authorize me to check these details for you
    and reset the password?
    Customer: Well, that's good then, I'll be a happy camper!

    Engineer: Thank you very much for allowing me. As I mentioned, let me check
    first if your account is locked. I will require you to let me know if you are still
    getting the same message.
    Customer: Ok, but, this is the last step that I'll do. Don't hang up.
    Engineer: Don't worry, I won't hang up on you. I am here working on your
    problem.
    Customer: I am not sure if the account is still locked or not. All I am able to see is
    an error message that my user ID and Password are invalid.
    Engineer: That's good to know. I will now reset your password. (Troubleshoots
    and shares the new password details). Robert, please try logging in now with the
    new password. I would like you to note that your new password is case sensitive
    and requires the alphanumeric pattern. I am here on the call, please take your time.
    Customer: ABC, you are a miracle worker! Thank you so much! It got me now on
    my homepage.
    Engineer: No, you did a great job, I was just giving you the steps! You did great
    today! But, do you have anymore questions or other concerns?

    Customer: Nothing for now. I, surely appreciate your time and patience!


    Engineer: You are welcome. We are open 24 by 7 just in case that you'll need our
    help again. And, again, my name is ABC, we do value your association with us and
    thank you for choosing WAB. Have a blessed day!

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