CALL OPENING:

  • STANDARD GREETING: “Thank you for calling Support, this is <your name>, how may I assist you?” (warm, friendly, professional).
  • VALIDATE IDENTITY: Check first name + last name + verify spelling in CW + check Company + site
  • OBTAIN CLARITY: Confirm user’s request by paraphrasing it back to them in your own words.
  • EMPATHY STATEMENT: “Sorry to hear you are experiencing this issue, I can understand this might be frustrating for you”
  • ACCOUNTABILITY STATEMENT: “Rest assured, I can definitely assist you with this request”

-or- “You’re in good hands, I’ll take care of this issue for you!”