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.
Reschedule an Appointment
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.
Reschedule with no technician assigned:
Reschedule the appointment straight away.
Reschedule with a technician assigned(First Appointment):
Reach out to the technician if they can accommodate the new time requested by the customer.
If the technician cannot accommodate the new time, Resend back the appointment to the broadcasting team.
Reschedule with a technician assigned(Follow Up Appointment):
Reach out to the technician if they can accommodate the new time requested by the customer. The customer and technician should be able to agree on the same schedule because the diagnosis has already been completed.
What's going to happen after the call:
No technician assigned:
"We have rescheduled your appointment to [New Appointment time] and you will be receiving a confirmation email with the details of the job once a technician is assigned to the appointment."
A technician is assigned:
"We have rescheduled your appointment to [New Appointment time]. I've reached out to your technician and they still can do the job for you."
Set proper expectation to the customer what's going to happen after rescheduling the appointment.
(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.
Reschedule an Appointment Technician Request
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: "Can I have the Job ID please?"
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.
Reschedule with no technician assigned:
Reschedule the appointment straight away.
Reschedule with a technician assigned(First Appointment):
Reach out to the technician if they can accommodate the new time requested by the customer.
If the technician cannot accommodate the new time, Resend back the appointment to the broadcasting team.
Reschedule with a technician assigned(Follow Up Appointment):
Reach out to the technician if they can accommodate the new time requested by the customer. The customer and technician should be able to agree on the same schedule because the diagnosis has already been completed.
What's going to happen after the call:
No technician assigned:
"We have rescheduled your appointment to [New Appointment time] and you will be receiving a confirmation email with the details of the job once a technician is assigned to the appointment."
A technician is assigned:
"We have rescheduled your appointment to [New Appointment time]. I've reached out to your technician and they still can do the job for you."
Set proper expectation to the customer what's going to happen after rescheduling the appointment.
(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.