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Call Script

The document outlines a call handling script for Air IQ Online, detailing the steps for greeting customers, verifying their identity, and providing assistance. It includes protocols for placing calls on hold, expressing empathy, and ensuring customer satisfaction. The script concludes with an offer for further assistance and a polite closing statement.

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koushik.dutta
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2 views1 page

Call Script

The document outlines a call handling script for Air IQ Online, detailing the steps for greeting customers, verifying their identity, and providing assistance. It includes protocols for placing calls on hold, expressing empathy, and ensuring customer satisfaction. The script concludes with an offer for further assistance and a polite closing statement.

Uploaded by

koushik.dutta
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Air IQ Online – Call Handling Script

1. Opening
Good morning / Good afternoon / Good evening.
My name is [Your Name]. How may I assist you today?

2. Customer Verification
May I please have your Agency ID, Agency Name, or Registered Mobile Number
for verification?
3. Assurance

Thank you. Sir/Ma’am, I’ll be happy to assist you with that.

4. Hold Protocol (Before Placing on Hold)

Sir/Ma’am, kindly stay on the line while I check the details.


5. Request to Hold

Would it be alright if I place your call on hold for about 2 minutes while I retrieve
the necessary information?

6. Unhold Protocol (After Resuming)

Thank you for holding, Sir/Ma’am. I appreciate your patience.


It may take a bit more time—please stay on the line. I’ll keep you updated every 2
minutes.
7. Empathy Statement

I sincerely apologize for the inconvenience, Sir/Ma’am. I understand your concern.


8. Resolution

Here are the complete and accurate details regarding your query...
9. Further Assistance

Is there anything else I can assist you with today, Sir/Ma’am?


10. Closing
Thank you for calling Airiq Online. Have a wonderful day ahead!

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