Scribd
Upload
48 views

Customer Service Call Flow Diagram

This call flow diagram outlines the process for handling customer enquiries. It involves first determining the reason for the call and either answering easily resolved queries or probing for more details on complex issues. For issues that cannot be immediately resolved, the customer is given the option to transfer the call or schedule a callback, and appropriate notes are kept on the problem. The goal is to resolve enquiries when possible or commit to timelines to research unresolved issues and provide follow up.

Uploaded by

Mădălina Pop
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
48 views

Customer Service Call Flow Diagram

This call flow diagram outlines the process for handling customer enquiries. It involves first determining the reason for the call and either answering easily resolved queries or probing for more details on complex issues. For issues that cannot be immediately resolved, the customer is given the option to transfer the call or schedule a callback, and appropriate notes are kept on the problem. The goal is to resolve enquiries when possible or commit to timelines to research unresolved issues and provide follow up.

Uploaded by

Mădălina Pop
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
You are on page 1/ 1

Customer Enquiries - Call Flow Diagram

Find out reason for the


call

Familiar query easily


answered

More information
needed (or
unknown/complex
problem)

YES

Discuss options
Find solutions
Provide appropriate
information

Offer the customer the


option of transferring
the call or arrange for a
colleague to call them
back

Probe for specifics


Use open questions
Ask for detail
Listening carefully

Decision
Point
Can the
enquiry be
resolved?

NO

Summarise and check


your understanding

Agree realistic
timescales to call the
customer back

IF UNRESOLVED

Another department
has the information

Make call back (check


problem still exists and
has not changed)

Investigate

Summarise and close

Dont forget to keep appropriate notes

Trainer Bubble Ltd. 2008

www.trainerbubble.com

You might also like