Introduction:
Call flows enhance the clarity of your communication by ensuring customer experience is prioritized while also considering agent capabilities. Success in call flows can be achieved through constant innovation, skill upgradation, training, and performance monitoring, despite there being no specific formula.
Appointment Cancellation (Customer)
Greeting: "Thank you for calling PULS in-home services. This is [Agent], and who am I speaking with?"
Always ask the customer’s name.
Address customers by name.
Identify customer needs and clarify them.
Understand the reason for the call and provide acknowledgement and empathy if needed.
Offer to help: "I can definitely help you with that."
Assure the customer that you can help with their concern.
Pull up the appointment: "For us to continue, can I have the phone number used to book the appointment?"
Use the proper way of putting the customer on hold and getting back to the customer every 1-2 minutes to let them know if you need more time.
Verify the appointment.
Attempt to save the appointment by offering:
Reschedule
10% Discount
(Don’t proactively offer the discount when it does not apply to the situation.)
What's going to happen after the call.
”I have canceled the appointment with the reason that [reason].”
”We will send you a rescheduling link, so in case you change your mind, you can reschedule via the link or give us a call, and we’ll be happy to assist you.”
(This does not apply to every situation; it’s a case-by-case basis.)
Summary of the reason of the call and actions taken to resolve the issue: "You called in to [reason] and I [resolution]."
Close:
"Is there anything else that I can assist you with?"
"Thank you for calling PULS in-Home Services, Have a great day!"
Always mention the company name.
Appointment Cancel (OPs )
Greeting: "Thank You for calling PULS in-Home services. This is [Agent] and who am I speaking with?"
Always ask the customer’s name.
Address the customer by name.
Identify Customer Need and Clarify Need
Understand the reason for the call, provide acknowledgement and empathy if needed, Assure the customer that you can help with their concern.
Offer to Help: "I can definitely help you with that"
Pull up the appointment : "For us to continue, can I have the phone number used to book the appointment? "
Use the proper way of putting the customer on Hold and Get back to the customer every 1-2 minutes to let them know if you need more time.
Verify the appointment.
Attempt to save the appointment by Offering:
Reschedule
10% Discount
(Don’t proactively offer the discount when it does not apply to the situation.
Rescheduled twice:
“I do apologize for the inconvenience of being rescheduled a couple of times. The reason is that our technicians are fully booked in the area. Here’s what I can do. I'll send this request to our broadcasting team one more time to locate a technician who has an availability to your requested time frame. I will also add a 10% discount as an apology. Updates will be sent via Email or text.“
(This does not apply to every situation; it’s a case-by-case basis.)
Technician No show:
"Thank you for bringing this into our attention and I do apologize for the inconvenience you have experienced. What I can do is to contact your technician to find out why he is not there yet when it’s almost/way past the requested time of the appointment.”
Use the proper way of putting the customer on Hold and Get back to the customer every 2 minutes to let them know if you need more time.
If the technician is unreachable, advise the customer that we will give her an update within the day. Let’s wait for the technician to update and if there’s no update, we will call the customer to reschedule and send out a new technician. Apply the 10% discount for the customer’s inconvenience.
(This does not apply to every situation; it’s a case-by-case basis.)
Rescheduled Three times (Non Member):
Empathize, explain the reason why we were unable to assign a technician and Advise the customer to look for another service provider of their choosing who can help them with their request.
(This does not apply to every situation; it’s a case-by-case basis.)
Rescheduled Three times (Member):
Empathize, explain the reason why we were unable to assign a technician, and you will be forwarding the request to our membership team so they can locate a partner service provider/out of network to take the job as soon as possible.
(This does not apply to every situation; it’s a case-by-case basis.)
Escalated Customers:
De Escalate, Empathize, assure the customer that you can help them with their concern and attempt to save the appointment.
Summary of the reason of the call and actions taken to resolve the issue: "You called in to [reason] and I [resolution]."
Close:
"Is there anything else that I can assist you with?"
"Thank you for calling PULS in-Home Services. Have a great day!"
Always mention the company name.