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Call Flow

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Submitted By juneecolberts
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Call Flow **Based on 5 Our Promise Behaviors**

Step 1: Open & Offer to help
“Thank you for choosing AT&T My name is _______________! How may we help you today?
(Actively listen to customer’s response)
Step 2: Empathy, Willingness/Assurance of Help Statement
Ex: “It will be my pleasure to setup the/ research (make specific) payment arrangement …..For you!”
Ex: “I understand how frustrating it is to lose your phone it will be my pleasure to (review replacement options with you.)
Step 3: Begin VID *129685 Account Access Decision Flow
1 Who do I have the pleasure of speaking with? (Customer states name)
2: Verify the mobile # on your clarify screen.
Ex: “Are you calling from mobile # 123-456-7890?”
3: If not account owner, gain account name
Ex: “Thank you Mr. Customer!” May I have the account owners name please?”
4: If not IVR verified, get passcode or last 4 of ssn if no passcode.
Ex: “And for verification purposes may I have the passcode/ last 4 numbers of the ssn associated
Step 4: Mobile First myATT app/:myATT Online/ Mr./Mrs. ___________ to ensure I provide you with the best service possible; I would like to take a moment so we can walk through (reason for call) together from the myATT app on your online using a computer. This will be a WIN WIN for you because we can take care of your ________ today; and also Save You Time in the future by being able to fully manage your account from your phone and not having to call in!
**If they decline in either scenario that is fine go on and offer some self-service option *bal# anything that goes with the issue they are calling in about. ***
Step 5- Recap
Please make sure you recap the call to the customer and that you ask the question is there anything else we can help you with today. If they say no, listen to the tone to make sure you have answered everything they had questions about.
Ex: “Okay Mr. Customer what we have done today is(specific & brief)…. is there anything else I can help you with?”
Step 6- Sending PCN (when PCN highlights) & Text 2 Confirm (torch)
Mr. Customer I will be sending out a free text or email to confirm what we have done today, would you like me to send it to your number that ends in 7890/ is your email 123@arise.com?
Step 7- Resolved question
Ask the question “have we fully resolved your reason for today?” or
“Have I answered all your questions today?”
Step 8- The Closing
“-Again my name is {CSP Name}” Thank you for the opportunity to help you today, my goal was to provide extraordinary service. thank you for Choosing AT&T and being a loyal customer.
Have a good day.

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