GREETING: “Thank you for calling (company name). My name is ___________.
OFFER HELP:
“How can I help you?”
“What can I do for you?”
CLARIFICATION:
1. Paraphrasing*: “As I understand, … Is that correct?”
2. Asking probing questions to clarify or to get more information
EMPATHIZE* AND ASSURE HELP:
“First of all, I am sorry to hear that __________.” “I apologize for ___________.” “I will be happy to
help you”.
ACCOUNT INFORMATION & SECURITY:
Obtain any necessary information to access the customer’s account (e.g.: online ID, passcode,
itinerary number) and verify the account for security purposes (e.g.: email address, phone
number):
1. “May I have your online ID?”
2. “For security purposes, may I have the email address associated with your account?”
HOLD PROCEDURE:
Before: “May I place you on hold for __ minutes while _______?”, “Would you mind holding for __
minutes while _______?”
After: “Thank you for holding”, “I’m sorry for the long delay”, “Thank you for being so patient”
SOLUTION
OFFER FUTHER ASSISTANCE: “Is there anything else I can help you with?”, “Is there anything else I
can do for you?”
CLOSING: “Thank you for calling (company name), have a __________ day!”
*Depending on the account, it might not be necessary to paraphrase or to empathize
This belongs to: _______________________
