Step 1:
Introduction: "Thank you for calling Simple K12, my name is XXXXXXXX, how can I help you?"
Step 2:
Verify Email address assosciated with account: "May I have the email address associated with your account?"
Step 3:
Confirm Understanding for reason of call: "I understand you are calling about difficulties finding your courses, is that correct?"
Step 4:
Ask probing questions when needed to get a better understanding of the issue and request
Step 5:
Assess the customers information and use your tools to locate an answer
Step 6:
Provide a solution
Step 7:
Confirm Resolution: "I have merged your two accounts together today so you can easily locate your courses under the email address sarah@gmail.com. Is there anything else I can help you with?"
Step 8:
Warm Closing: "Thank you for calling Simple K12, have a great day!"