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Telephone Call Flow Strategy for Contact Centers

Posted: Wednesday, December 08, 2010

by Myra Golden
Myra Golden Seminars, LLC

The telephone is one of the best branding devices out there. Over the telephone you get 3-5 minutes of your customer's undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. Getting the interaction "right" usually requires a call strategy or call flow of some kind.

This is the 9-point call strategy our consultants use when implementing a customer-focused culture in contact centers. This call strategy focuses on creating a warm experience with customers in a focused, efficient manner. I hope it helps you as you work to create a customer-focused culture.

1. Standard opening

"Good morning" or "Good afternoon. Customer Care. This is Penny."
"Good morning. Customer Care. This is Penny. How may I help you?"

2. Acknowledge concern , when appropriate

"I can understand how frustrating it is when your rental car breaks down."
"I realize how complicated it is to .."
"I cannot imagine how upsetting it is to .."
"I know how confusing it must be when .."

3. Acknowledge a compliment , when appropriate

"Thank you. We love hearing from our satisfied customers."
"Thank you for taking the time to share your experience with us."

4. Maintain control (and put customers at ease) with assertive statements

"We appreciate customers who let us know when things aren't right."
"I can help you with that."
"The first thing we need to do is"
"I can certainly get that information for you."
"I would be happy to report that for you."
"I can get that information for you."
"I'm glad you called today."

5. Bridge to questioning

"In order to determine what happened, I will need to ask you some questions."
"Do you mind if I ask you some questions so we can figure out what has happened?"
"So I can assist you, may I ask you a few questions?"

6. How to ask questions

Use please and thank you

Be friendly and conversationaldon't have an "interrogation" style

"May I have your zip code please?"
"Thanks. I have one final question."

7. Recap and provide next steps

"I will mail you a $50 gift card. You should receive this gift card in 7-10 business days."
"I will research this and call you back at 918-398-9368."

8. Ask "Is there anything else?"

"Ms. Williams, may I help you with anything else?"
"May I help you with anything else, Mr. Smith?"
"Do you have any additional questions, Mrs. Jones?"
"Is there anything else I can help you with today, Mr. Davis?"
"Ms. Brown, how else may I help you today?"

9. Standard closing (include some form of thanks and company name)

"Thank you for calling Myra Golden Media. Good-bye."

Myra Golden helps companies completely restore customer confidence in their brands after service failures. Considered one of the leading experts in customer recovery, she has helped hundreds of organizations rethink and redesign their complaint response processes so they are positioned to retain more customers, improve customer satisfaction, and increase profits. Myra has designed customer recovery programs for such companies as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires an Frito Lay. She is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.

Visit Myra's blog for hundreds of customer service training resources or see her customer service speaker website for customer service training.

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Top-level comments on this article: (1 total)

» left by Anonymous
1 year 162 days ago.

I think your points are great. Personally, though, I prefer very simple, very short sentences!

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