< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview:
This KB article provides a set of communication scripts for the CCBC IT Help Desk team, ensuring consistent and efficient customer interactions.
Audience:
ITS Staff
Procedure:
Opening Interaction with Customers
Use at the start of a call to welcome the customer.
"Good [morning/afternoon/evening], Thank you for contacting the CCBC IT Help Desk. My name is [your name]. How can I assist you today?"
Scheduling Follow-Up via Ticket
Inform the customer about follow-up arrangements through the ticketing system.
"To ensure thorough service, we will arrange a follow-up within the ticketing system. Please monitor your ticket #[Ticket Number] for further details and instructions."
Putting Customer on Hold
Use it when you need to pause the call to gather information.
"I need to gather some additional information to assist you. May I place you on hold for a brief moment? I appreciate your patience."
Transferring a Call
Guide the caller through the process of being transferred to another department or specialist.
"I am transferring you to [Department/Individual Name] who specializes in this area for further assistance. They are well-equipped to handle your request. If you have any issues you can refer to the email with your ticket details that has been sent to the address you provided. May I go ahead with the transfer?"
Closing Interaction and Follow-Up
Conclude the call, offering further assistance through the ticketing system if necessary.
"We have covered your concerns in our discussion today. For additional support or questions, please refer to your ticket #[Ticket Number]. An email with your ticket details has been sent to the address associated with your account."
Closing Interaction Without Follow-Up
End the call when all issues are resolved.
"Your issues have been addressed, and I hope you’re satisfied with our service today. If any further questions arise, feel free to reach out through a new ticket. Thank you for calling the CCBC IT Help Desk."
FAQ Section:
Here are some FAQs related to the scripts:
Q: What do I do if the customer’s issue isn’t covered by our scripts?
A: Provide as much assistance as you can, note the details, and escalate to a supervisor if needed.
Q: Can I modify the script during a call?
A: Yes, tailor the script to the flow of the conversation as long as you maintain the integrity of the information.
Feedback Process:
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