Call flow Verbatim Spiel KEY points to deliver it successfully

Structure
Thank you for calling
Opening Tone of your voice should BE CALM.
Kroger Customer Connect.
Spiel Pacing should BE SLOW and SHOULD
This is (state your name). How can I help you today?
NOT SOUND IN HURRY as the words
“I’m sorry to hear that. You/r(state customer concern)
needs to be delivered and stated
Confirm But no worries, since you have me in the line, kindly let me
clearly.
Customer help you out *pause*,
This will determine the mood of the
Reason and E.A.R and make this right *pause* and
entire call. Needs to drive the call
make this a better experience for you.”
therefore,
“For account security, may I know your
needs to sound professional and
email address? *customer responded*
authoritative,
Verification Thank you. And your first and last name? *customer
but at the same time, accommodating
responded* Thank you. Lastly your Alt ID or phone number
and friendly.
*customer responded*. Thank you. “
“Let me put you on hold for a minute or two
for me to review your account.
*customer responded* Maintain the tone and pacing. You
Hold Thank you. One moment please. may try to build
Procedure *after putting customer on hold* rapport during this stage. E.g. "How
(Only when needed) Thank you for waiting, Mr./Ms. Customer” are you doing today?", "How's your
I'm sorry Mr./Ms. Customer I need more of your patience we day going?"
still waiting for the respond
(If need more time to hold)
Upon doing a research,
Resolution (state what you have found out). *pause* Should sound confident when stating
here’s what we can do, provide the resolution). the resolution.
“Kindly let me raise this to our management for Be clear, and precise giving out the
their review so we can avoid this from happening again in the message as
Reassurance future. We are really committed in providing better goods and this is a really good spiel if delivered
Again service to our customers. with EMPATHY and PROPER TONE
Kindly accept my apology again and we AND PACING.
thank you for the feedback, Mr./Ms. Customer.”
"Thank you for confirming. Before I let you go Mr./Ms.
Customer,
Additional Help
is there anything else that I can help you?/ to
make this a better experience for you?”
Offer to
update
information Whenever you have free time Ms./Mr. Customer, we may
(Only if it has a update your account information online or you may update it
different using the app or the website.” Change your tone to being friendlier
information and more accommodating. This stage
provided) we are targeting to
be remembered by the customer with
“If that would be all! For your reference please take note your
the service we provided.
case number (provide case#) After this call, you will also
receive a post-survey, regarding to your customer service
experience and we would greatly appreciate your
Closing participation. Again, my name is (state you name).
*pause* It’s my pleasure assisting you today,
Mr./Ms. Customer. *pause* And, I thank you for doing
business with Kroger. Have a great day and you take care
always!”