1. Call Center Success

2. 1/30 Mr. Anderson placing an order Customer
Call 1
Call 2
Customer
Customer interested in
Follow-up
Mr. Anderson
Joe Walker, a regular customer
help with bank’s IT system
placing an order
will call back in half an hour and maybe
send out a technician
will send out order straight away

3. 2/31 It seems Let me just I understand, Is that right
I’ll check, I’ll call you
all right
Could I assist
let me just pull up
do for
I’ll flag, straight away
Thank you

5. 4/32 May I help you? Could you give me your customer number, please?
I’d just like to confirm your contact details.
OK, let me just repeat that.
Is that right?
Could I go over your order again?
Can I help you with anything else?

6. 5/33 place payment dispatched rush give, catalogue quote invoice
overnight

8. 8/35 We just need to clarify a few things. Is everything clear so far?
Could you explain what you’ve done so far?
That means you need to install some software.
What does OS stand for?
This is what I’m going to do.
Let me just talk you through the steps.

10. 11/36
assistance
explanation
offer
payment