Call Flow Sample - Tech Support
Call Flow Sample - Tech Support
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.
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?