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”.
 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