Hi,
Below you will see a rough template to help keep you in control of the call. Remember, if you are the one in control then you can steer it to the result you want.
Call Flow Structure
Following this structure in your own style will help to capture control of the call and communicate unified confidence to the client.
Greeting
“Welcome to Salary Packaging Plus, you’re speaking with (first name), May I start with your name please?
“Thank you (clients name)”.
“Can I ask what company name you work for?”
“I’ll just need to pop you on a brief hold so I can familiarise myself with your account. Thank you.”
“Thanks for your patience (client’s name), Ok, I’ve had a look through your account, Is your enquiry in relation to your living expenses or meals/entertainment package?”
*Note: Use hold- don’t guess, advise the customer you will find that information out for them (or call back if required) to avoid misinformation.
*Note: Repeat- repeat back to the client what their issue is- to confirm you understand what they’re wanting, and they feel heard.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article