CALL FLOW

Step 1: "Thank you for calling Harry and David, my name is _____. May I help you  with an order? (wait for the customer to respond)" 

Step 2: Acknowledge the customer's concern and identify the reason for the call.  Sample: "I'll be more than happy to assist you in placing an order." or "I'll be more  than happy to assist you with your order." 

(If the customer's concern is not placing order, disregard the steps 3,4, and 5 then proceed to step 6) 

Step 3: Get the order number. "May I have your order number please?" ▪ 

If there are no order numbers, you may ask the name to address the customer  properly  .You may skip if there are no order numbers 

Step 4: Verify the key information as needed. "For the security of your account, can you  please verify your.." 

▪ Customer's Name (First and Last Name) 

▪ Street Address 

▪ Email Address 

Step 5: Acknowledge the details that the customer has given by thanking them. "Thank you  for providing that information." 

Step 6: After acknowledging it, paraphrase the concern of the customer to confirm  understanding. "To confirm my understanding, your concern is about..." 

Step 7: Choose from the concerns below to better assist your customer.