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Situation Resolution and Closing

This document provides guidance on resolving customer issues and closing interactions. It includes suggestions for probing questions to understand the situation, tips for placing customers on hold, explaining problem solutions and getting confirmation of the agreed upon action. Sample language is provided for additional assistance, closing the interaction positively, and a reminder that the scripts are guides to use natural language with customers.

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Jesús Castro
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17 views3 pages

Situation Resolution and Closing

This document provides guidance on resolving customer issues and closing interactions. It includes suggestions for probing questions to understand the situation, tips for placing customers on hold, explaining problem solutions and getting confirmation of the agreed upon action. Sample language is provided for additional assistance, closing the interaction positively, and a reminder that the scripts are guides to use natural language with customers.

Uploaded by

Jesús Castro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Siuation Resolution and Closing

2nd Paraphrasing (OPTIONAL)

To make sure I got this right ... ( + paraphrase the customer´s issue or request).

To make sure we´re on the same page ... ( + paraphrase the customer´s issue
or request).

When asking probing questions, use your common sense


Probing Questions and try to reduce customer´s effort whenever possible.

What seems to be the situation? (used when something isn´t working properly)

When did this situation begin?

Have you experienced this before? / What happened after you tried that?

Do you see an error message?

Use the hold time wisely as it may affect the customer´s


Placing CX on hold experience. You shouldn´t place CX on hold for more than 2 min.

May I place you on a brief hold while I... ( + action to be taken, e.g. to process
your refund)? / Can I please place you on hold for 2 minutes while I...?

I´m going to (+ action to be taken). I´ll remain silent, but I´ll be here on the line in
case you have any questions.

Thank you for patiently holding...


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Problem Solving and Closing

Explanation

Based on the information I have available, I can confirm that...

According to the tracking information...

Based on our records...

Possible Solutions

Here´s what I can do (for you): I can process a replacement at no additional cost
or issue a full refund. Do any of these options work for you?

I could (+ possible solution). Would that work for you?

Let me tell you about an idea I have to sort this out...(+ possible solution)

How about...(+ possible solution / when offering additional alternatives)?

Action Confirmation

I have successfully processed your refund. It may take 3-5 business days to be
credited on your account.

I have successfully cancelled your subscription. You won´t be charged again.


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Problem Solving and Closing

Additional Assistance

Is there anything else I can help you with?

Did I address all your concerns today?

Closing

I am glad that I could help you today. Thank you for contacting us!

Thank you for contacting + (name of company). Again, my name is (+ name of


adviser). Have a wonderful day!

Tips

- Scripts are simply suggestions of positive and effective language that we can
use with our customers. However, you don´t need to remember everything by
heart. Take some time to understand your script and add your personal touch so
it sounds natural. Keep it conversational and professional.

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