Introduction:
Call flows enhance the clarity of your communication by ensuring that 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.
Scheduling 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 the customer by name
.
.Identify Customer Need and Clarify Need
Understand the reason for the call, 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
Check Availability: "Can I have your zip code please?"
If we don't service the area, Refer them to book through thumbtack on our website puls.com.
Verify the property Type: "Is the [appliance] for residential or commercial use?"
We don't service commercial appliance or business establishments.
Appliance Specifics
Example: Refrigerator - "is your fridge Built in?"
Example: Dryer - "Is it powered by Gas or Electric?"
Brand and Model Number "What's the Brand and the Model Number of the (Appliance) if you have it handy?
Model Numbers are usually found by the inside part of the door of the appliance.
Utilize google to check the Model number provided by the customer.
DNS Portable appliances.
If the customer does not know the Model Number : "Do not worry, our technician can check that when he check the appliance"
Explain the diagnostic fee:
"We have a service call fee of $89 for our technician to diagnose the appliance and review the scope of work needed. They will confirm their service rates with you and If you wish to move forward with the repair, we will deduct the $89 service call fee from the total price offered by the technician. You can also decline the repair and simply pay $89 for the service call."
Schedule Time: "What time works best for you?"
There must be a 4 hour gap from the customer's current time frame for our technician to have an ample time to prepare and travel..
Personal Information:
Ask for the Complete Service Address, Full Name, Email and Best Contact Number.
Have the customer phonetically spell it out to make sure you have the correct information.
Payment Option:
"For payment, We only accept Credit card, Debit Card and PayPal. Our technician will send you a secured payment link to your email or text after the service is done. For documentation, what method are you going to use?"
Next step:
"I have successfully booked the appointment request for [Date] at [Time]. You will be receiving a confirmation email or text. If there are any changes, our dispatch team will update you. Our technician will be giving you a call an hour or 30 minutes before arriving to the location."
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.
For Non Priority Scheduling Line Customers
Pitch the ADT Security System
“Thank you for booking with PULS in-Home services. I’d also like to inform you that PULS has a partnership with an ADT Security System Distributor. This distributor has special pricing for PULS customers. I have the representative on my backline ready to speak to you today about a new security system, would you like me to bring them on the line now?”
Scheduling Claims 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 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.
Verify if they are eligible to file a claim.
Offer to Help: "I can definitely help you with that"
Check eligibility: "When did you first notice the issue?"
Choose the date provided by the customer and if it's covered then proceed.
Warranty:
"Is the appliance under the manufacturer warranty?"
IF YES:
"Please note that PULS protection should not be used before the manufacturer warranty, because it could void that warranty. We suggest you contact your manufacturer to find out if the Dishwasher is still under warranty."
"How old is the [Appliance]?"
Brand, Model Number and Serial Number:
"What's the Brand of the (Appliance)?"
"Do you know the Model Number of the (Appliance)?"
"Do you know the Serial Number of the (Appliance)?"
Model Numbers are usually found by the inside part of the door of the appliance.
Utilize google to check the Model number provided by the customer.
If the customer does not know the Model Number and Serial Number: "Do not worry, our technician will be able to complete the missing details"
Select the issue given by the customer
Schedule Time: "What time works best for you?"
For claims appointment, Offer the next day (Never book the same day service).
Verify the information on file: "Is this your service address______? all information will be sent to you by email and this number _____?"
Service address, Email and phone number should be verified.
Explain the cost : "Let's go ahead and get your service fee taken care of, so we can send out your repair person. your service fee is $89. Would you like to use the card on file ending in ____? "
Next step:
"I have successfully booked the appointment claim request for [Date] at [Time]. You will be receiving a confirmation email or text and if you have any concerns, Please reach out at membership@puls.com. The technician will be giving you a call an hour or 30 minutes before arriving at the location. "
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.
For Non Priority Scheduling Line Customers
Pitch the ADT Security System
“Thank you for booking with PULS in-Home services. I’d also like to inform you that PULS has a partnership with an ADT Security System Distributor. This distributor has special pricing for PULS customers. I have the representative on my backline ready to speak to you today about a new security system, would you like me to bring them on the line now?”