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Call Center Script

The document provides a call center script with responses for various customer situations including welcoming the customer, handling complaints, putting customers on hold, dealing with angry customers, apologizing for late or missed queries, discussing permanent disconnections, troubleshooting problems, handling invoice requests, addressing unresolved issues, and ending the call.

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mohan
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
8 views

Call Center Script

The document provides a call center script with responses for various customer situations including welcoming the customer, handling complaints, putting customers on hold, dealing with angry customers, apologizing for late or missed queries, discussing permanent disconnections, troubleshooting problems, handling invoice requests, addressing unresolved issues, and ending the call.

Uploaded by

mohan
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Call Center Script : 23/09/2023

:::Welcome Greeting from CC Team:::


Hello! Thank you for calling GNET. Before we get started, can I please get your username
or registered Mobile Number.
(Or)
Hello! Thank you for calling GNET. First, can I get your username or registered Mobile
Number.

(Customer answers, describing a problem)


Agent: Please give me a moment if the call is related with the complaint and raise the ticket
and inform the same to the customer
that" One of our Technical agent will be assisting shortly for resolving your generated
ticket"

:::Customer call holds and transfer:::


Okay, got it! Is it alright if I put you on hold for a moment to look into that?
….
Understood. Give me just a moment to transfer your call to [department or agent].
:::Angry Customers:::

I understand your frustration, [Customer Name], and I will do everything I can to resolve
this for you as quickly as possible.
(or)
I’m so sorry that happened, [Customer Name]. I want to make this right for you. I can offer
[solution or extension].
(or)
I’m sincerely sorry for our mistake. Let me go ahead and fix that for you. I’d also like to
offer you [better offer or extension] for continued co-operation in fixing up the issues.
:::Late and missed Queries.:::
I apologize for the inconvenience. Let me review your complaint and see how we can fix
this issue for you.

:::Permanent Disconnection:::
I’m sorry to hear you were unsatisfied with your service. Can you tell me more about the
issue?

::::For Problem Solving:::::


Troubleshooting
[Custs Username] isn’t working, correct? Can you please tell me more about the problem
you’re experiencing so I can find a solution for you?

::::Invoice Customer Request-Reply:::


Is it okay if I email you the required invoices to help you [reiterate their reason for calling
and how the themselves they can download the same will help]?

:::Unresolved Issues:::
I’m truly sorry that we weren’t able to resolve this today. We are going to [explain the next
steps taken from our team] to fix this ASAP.

If, Situation >24hrs for resolution,


Then,
Thank you so much for your patience. I want to assure you that this is a top priority, and
I’m escalating the issue to my manager. You can expect an update from us within 24 hours.

::::Conversation Ending:::::
Thank you for your call, [Customer Name]. Have a Nice Day!

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