The document outlines the typical parts of a call flow process used in customer service. It describes the main sections in a call flow including introduction, acknowledgement, clarification, verification, empathy/apology/assurance, hold procedure, transfer procedure, resolution, summarizing, providing additional assistance, personalization, and closing. It then provides more details on specific sections such as greetings, verification, identifying the customer's concern, empathy/apology/assurance, providing a solution, gaining agreement, and going the extra mile. Sample call flows and scripts are also included.

1. The Call Flow

2. PARTS OF THE CALL FLOW
❄ Introduction
❄ Acknowledge
❄ Clarify
❄ Verification
❄ Empathize/Apologize/Assure
❄ Hold Procedure
❄ Transfer Procedure
❄ Resolution
❄ Summarizing
❄ Provide additional
assistance
❄ Personalize
❄ Close

3. SAMPLE CALL FLOW
Opening Spiel
Acknowledgme
nt/Verification
Clarify
Empathy/Apolog
y/Assurance
Summary
Resolution
Going the
Extra Mile
Closing

4. GREETINGS
❄ Is also called Opening spiel. It must contain the
following:
o Name of the agent
o Company name
o Greeting(personalized)
❄ Greetings may be mandatory (word by word) or
personalized.

5. VERIFICATION
❄ This is the part in which you get to ask the
caller with their name and other account info.
This part is needed so that you would know if
you are talking to the account owner. Most
general question calls do not require this part,
but for sensitive cases such as credit card
companies, this part is essential.

6. IDENTIFYING CONCERN
❄ This the part in which you would ask “How may
I help you?” This is where the customer will
raise their concerns and/or questions. As
agents you are requested to paraphrase their
concern for your understanding

7. EMPATHIZING/APOLOGIZING/ASSURANCE
❄ EMPATHIZE: saying sorry but not your
company's fault
❄ APOLOGIZE: saying sorry when it's clearly your
company's fault
❄ ASSURE: when customer is only asking for
customer to answer his or her question

8. PROVIDING SOLUTION
❄ Once the concern is identified you are now to
take the steps in providing solution to their
issues/concern.

9. GAIN AGREEMENT
❄ This is the part in which you would
acknowledge the customer’s concern and
provide answers. This is also the part in which
you will educate them regarding the issue. In
this case, it will help them to minimize their
time in calling back with the same issue.

10. GOING THE EXTRA MILE
❄ This is a part in which you will ask “Would
there be anything else that I may assist you?”
This is asking the customer if they have other
issues that needed to be resolved.

11. CLOSING STATEMENT
❄ Say thank you and Closing greeting such as
“Have a good day!”

12. Hello!
I am Rudolf
I’ve come a long way to bring you
this presentation. You can find me
at @northpole

13. CLOSING STATEMENT
❄ Say thank you and Closing greeting such as
“Have a good day!”

14. Quotations are commonly printed
as a means of inspiration and to
invoke philosophical thoughts
from the reader.
Fa la la la la, la la la la.

15. Instructions for use
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16. Ho ho ho
Let’s start with the first set of slides

17. Rejoice!
Bring the attention of your audience over a key
concept using icons or illustrations

18. Gingerbread
Is a sweet food-product
flavored with ginger and
typically using honey or
molasses (treacle) rather
than just sugar.
You can also split your joyful content
Candy cane
Is a cane-shaped hard
candy stick associated with
Christmas. It is traditionally
white with red stripes but
is also made in a variety of
other colors.

19. In two or three merry columns
Apple cider
This untreated cider is
a seasonally produced
drink of limited shelf-life
that is typically
available only in fall,
although it is
sometimes frozen for
use throughout the
year.
Hot cocoa
Heated beverage
typically consisting of
shaved chocolate,
melted chocolate or
cocoa powder, heated
milk or water, and
sugar.
Pecan pie
Pecan pie is a pie
made primarily with
corn syrup and pecan
nuts. Variations may
include white or brown
sugar, sugar syrup,
molasses, maple syrup,
or honey.

20. Photo by Markus Spiske · CC-License: CC BY · www.temporausch.com
Want big celebration?
Use big image.

21. Use dashing charts to explain your ideas
Spirit
Bells Carols

22. And tables to compare data
Dec 23rd Dec 24th Dec 25th
Cookies 10 20 7
Carols 30 15 10
Gifts 5 24 16

23. Maps
Santa Claus

24. 89,526,124
Hugs & kisses

25. Let’s review some concepts
Apple cider
This untreated cider is a
seasonally produced drink of
limited shelf-life that is typically
available only in fall, although it is
sometimes frozen for use
throughout the year.
Hot cocoa
Heated beverage typically
consisting of shaved chocolate,
melted chocolate or cocoa powder,
heated milk or water, and sugar.
Pecan pie
Pecan pie is a pie made primarily
with corn syrup and pecan nuts.
Variations may include white or
brown sugar, sugar syrup,
molasses, maple syrup, or honey.
Apple cider
This untreated cider is a
seasonally produced drink of
limited shelf-life that is typically
available only in fall, although it is
sometimes frozen for use
throughout the year.
Hot cocoa
Heated beverage typically
consisting of shaved chocolate,
melted chocolate or cocoa powder,
heated milk or water, and sugar.
Pecan pie
Pecan pie is a pie made primarily
with corn syrup and pecan nuts.
Variations may include white or
brown sugar, sugar syrup,
molasses, maple syrup, or honey.

26. You can copy&paste wintry graphs from Google Sheets

27. Android
project
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web, app or software
projects using these
gadget templates.

28. iPhone
project
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29. Tablet
project
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projects using these
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30. Desktop
project
Show and explain your web, app
or software projects using these
gadget templates.
Place your screenshot here

31. Merry Christmas
and a Happy New Year!
Find us at @northpole

32. Credits
As a Christmas gift, SlidesCarnival
releases for free this template (and icons)
under the public domain.
So there’s no need to keep this slide.
:) Enjoy!
To the extent possible under law, http://www.slidescarnival.com has waived all copyright and related or
neighboring rights to Christmas 2015 template

33. Presentation design
This presentations uses the following typographies and colors:
❄ Titles: Old Standard TT
❄ Body copy: Droid serif
You can download the fonts on these pages:
https://www.fontsquirrel.com/fonts/droid-serif
https://www.fontsquirrel.com/fonts/old-standard-tt
Cozy red #ce2f1c | Fire orange #f56737 | Ice blue #79c6cc
Pine green #187767 | Elf green #5e9b54 | Gold #b5975b
You don’t need to keep this slide in your presentation. It’s only here to serve you as a design guide if you
need to create new slides or download the fonts to edit the presentation in PowerPoint®

34. To the extent possible under law, http://www.slidescarnival.com has waived all copyright and
related or neighboring rights to these Christmas Icons.

35. Diagrams and infographics

36. Now you can use any emoji as an icon!
And of course it resizes without losing quality and you can change the color.
How? Follow Google instructions https://twitter.com/googledocs/status/730087240156643328
👶👼🎅🤶🤶♂️🤶♀️👨👩👦🤶🍪🤶🍷
🍴⛪🌟❄️☃️⛄🔥🎄🎁🤶🔔🎶🤶🤶🤶
✝️

37. Free templates for all your presentation needs
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Blow your audience
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