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Welcome to the mock/final speaking assessment
Disclaimer: This guide is strictly for Language Training only, as the instruction or steps may be different from product training onwards.
call flow steps
call flow steps
Opening Spiel: This marks the opening of a call. The spiel here is verbatim and can't be changed.
EAR Statement: Abbreviation of Empathy, Acknowledgement, and Reassurance The goal of this item is to manage the feelings of the customer; therefore, it needs to be personalized.
Order Search: Make sure to get the order number for reference; if the customer doesn't have the information, ask for the necessary information.
Order Verification: After getting the order number, verify the customer's name, delivery date, and recipient's name; if there is no order number, ask for the information above.
Acknowledge and Paraphrase: Thank the customer for providing the details and paraphrase the concern of the customer to check for understanding. Put the call on hold if necessary.
Provide Resolution: Offer resolution depending on the concern.
Ensure: Apologize to the recipient if you need to; if the caller and recipient are the same, there is no need to do this. Ask for further assistance.
Upsell: Transition yourself in offering your customer an item from the website or any discount for their next order.
Survey: Complete your survey spiel in verbatim.
Closing Spiel: This marks the closing of a call. The spiel here is verbatim and can't be changed.
REMINDERS:
Be professional all throughout the call (Adapt to the tone of your customer, sound more upbeat when starting the call or offering them the solution as well as during the upselling part, be aware of your intonation)
Be responsive, if a question is asked, acknowledge and address it. Make sure to answer every concern of your customer
Manage the feelings of your customer by responding to their negative experience. Build a connection with your customer by initiating a small talk depending on their concern to help them feel comfortable talking to you
Always make use of positive scripting (Never say I can't, I don't, unfortunately, etc.)
Address your customer by either their first name or their last name. (John, Shawn, Bart, Mrs. Smith, Mr. Crab, Ms. Pines)
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