Opening Script:
“Thank you for calling PERCOMOnline! My name is __________, can I please have your FIRST and LAST name?”
After they give their name, enter their name and number into the Call Log form and move on with the call.
If you need to lookup their account info, or info to answer their question… “Please allow me to put you on hold for 2-3 minutes while I access and review your account/locate the info you are requesting.”
Payment Verification:
For anything about an actual order, first verify the caller has the right to discuss the order by verification. Use different items in the order to verify, like last 4 digits of credit card used or address associated with order.
“Before I can discuss this order with you, we must first verify you. Please provide either the last 4 digits of the credit card used or the address associated with the order.”
Closing Script:
“Is there anything else I can assist you with at this time?”
-No
“Thank you for calling PERCOMOnline, and please let us know if you need anything else by calling or sending an email to support@percomcourses.com. Have a great day!”