1. Screen 1 of 11 Name of video: Say What? Customer service call flow Description of this Scene: Introduction  Background: Picture to occupy entire screen  Color/Type/Size of Font: American Typewriter 40  Actual text: Say What? Customer Service Call Flow  Narration: No narration  Audio: Soft music  Transition: Fade to next slide

2. Screen 2 of 11 Name of video: Say What? Customer service call flow Description of this Scene: Introduction 2 If online learning module this slide will explain navigation through the module. According the program used to develop de modules. Please take a moment to review navigation. List all navigations options such as back, skip, next etc.  Background: Soft beige  Color/Type/Size of Font: American Typewriter 24, Black  Actual text: Navigation explanation  Narration: No narration  Audio: No Audio  Transition: Fade to next slide

3. Screen 3 of 11 Name of video: Say What? Customer service call flow Description of this Scene: Introduction 3 Actual Text: Phone Etiquette Narration: If you talk on the phone, the first thing you need to observe is your etiquette. Business phone etiquette is extremely important when we are conducting business in a call center environment. It is the first impression the customer will have of the company we are representing and it may very well be the last. Let’s examine the basics.  Background: Picture  Color/Type/Size of Font: American Typewriter 24, Black  Narration: Narration  Audio: Narration  Transition: Fade to next slide

4. Screen 4 of 11 Name of video: Say What? Customer service call flow Description of this Scene: Basic phone etiquette body. Actual Text: Tone Narration: When a customer is forming an attitude or opinion of your organization based on their telephone customer service experience, the largest element of verbal comprehension – one’s facial expressions and body language – is missing. This requires the caller to rely only on the words that are spoken and the way in which they are spoken to form a favorable or unfavorable opinion of your organization. Our tone should transmit the following to our customers: Interest, enthusiasm, professionalism, courtesy, patience and understanding among other things. Simply faking it is not enough. It is difficult to change of modify this aspect, one way to help you is to put yourself in your customers situation. Try to imagine how you would be feeling if you were experiencing the same issues and respond accordingly.  Background: Picture to cover entire screen  Color/Type/Size of Font: American Typewriter 24, Black  Audio: Narration  Transition: Fade to next slide

5. Screen 5 of 11 Name of video: Say What? Customer service call flow Description of this Scene: Anatomy of a call Actual Text: Title Anatomy of a Call:  The initial greeting  Fact finding to find out reason for call  The problem-solve – how you gather information from the customer to solve their problem  End the call.  Background: Beige color  Color/Type/Size of Font: American Typewriter 24, Black  Audio: No narration  Transition: Fade to next slide  Include picture to the side of text

6. Screen 6 of 11 Name of video: Say What? Customer service call flow Description of this Scene: Greeting Actual text: Greeting Narration: Your first words will depend of the company you are working for and specific requirements they have. However, most calls include:  Thanking the customer for calling the company  Your name  The inquiry for the reason of their call. The proper way to ask is not by the using the word What, or using questions that are interrogative in nature  Questions should start with “May I”.  Some examples are: May I have your address, may I have your name, etc  Background: Picture  Color/Type/Size of Font: American Typewriter 24, Black  Audio: Narration  Transition: Fade to next slide

7. Screen 7 of 11 Name of video: Say What? Customer service call flow Description of this Scene: The call Actual text The Call Narration After the initial greeting and questions to identify your customer it is now time to help your customer. First some things to keep in mind throughout the call.  Use the customer’s name several times during your call.  Thank the caller every time they provide the information you ask.  Acknowledge the customer every time they speak during the call  Always write down the information the customer is providing so that the customer will not have to repeat the information several times  Paraphrase your customer’s statements to clarify and confirm  If necessary to place the customer on hold, first ask for permission and inform the customer the reason for placing him on hold  Remember to keep coming back to the line every 20 seconds to remind the customer you are still working on the problem. First thing to say is thank you for holding  Awkward silence makes the customer anxious. Explain what you are doing to your customer. For example: “ I am pulling up your account bear with me one moment….” or “  Have picture as background  Color/Type/Size of Font: American Typewriter 24, Black  Audio: Narration  Transition: Fade to next slide

8. Screen 8 of 11 Name of video: Say What? Customer service call flow Description of this Scene: The Call II  Background: Beige color  Color/Type/Size of Font: American Typewriter 24, Black  Audio: No Narration  Transition: Fade to next slide  Include picture to the side of text Actual Text: The Call Fact finding:  Ask questions to find out the reason for the call. Sometimes more than one questions is needed.  Provide problem resolution for the customer  End the call by asking if you can provide additional help and thanking the customer for doing business with you.

9. Screen 9 of 11 Name of Video: Say What? Customer service call flow Description of this Scene: Video Name of Video: Say what? The wrong way  Background Video  Actual Text: Say What? The wrong way to answer a customer call. Bottom of screen: Click next after watching video  Color/Type/Size of Font: American Typewriter 24, Black  Audio: Video  Transition: Fade to next slide.

10. Screen 10 of 11 Name of Video: Say What? Customer service call flow Description of this Scene: Video Name of video: The Right Way  Background Video  Actual Text: Call Flow: The Right Way. Bottom of screen: Click next after watching video  Color/Type/Size of Font: American Typewriter 24, Black  Audio: Video  Transition: Fade to next slide.

11. Screen 11 of 11 Name of Project: Say What? Customer service call flow Description of this Scene: Credits and References Name of video: The Right Way  Background: Beige Texture  Actual Text: Credits and References (Bulleted list or similar)  Color/Type/Size of Font: American Typewriter 24, Black  Audio: No Audio  Narration: None  Transition: None End