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English Calling Script

The document outlines a winback calling script for YOU Broadband representatives to reconnect with customers who have stopped using their services. It provides a structured approach to identify reasons for discontinuation, such as service issues or low usage, and offers solutions like upgraded services and new low-cost plans. The script emphasizes listening to customer feedback and updating the sales app after each call.

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barlarohitbarla48
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4 views1 page

English Calling Script

The document outlines a winback calling script for YOU Broadband representatives to reconnect with customers who have stopped using their services. It provides a structured approach to identify reasons for discontinuation, such as service issues or low usage, and offers solutions like upgraded services and new low-cost plans. The script emphasizes listening to customer feedback and updating the sales app after each call.

Uploaded by

barlarohitbarla48
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

Winback Calling Script

Language : English

How to communicate.
WINBACK CALLING

CUSTOMER HAS STOPPED USING OUR SERVICES


Probable Reason : Service Issue / Shifted / Low Usage
SCENARIO
Greetings Sir / Madam (Good morning/Good afternoon)
I am ____________ from YOU Broadband
Is this the right time to talk to you?
Wait for a reply

Sir, I've called you in regards to the YOU BB connection which you had
& were using. May I know the reason as to why you stopped using it?
(Need to calmly listen to him/her & note it down, positive & negative)

Interested Not Interested


SERVICE ISSUE

LOW USAGE

Thanks Sir for sparing your valuable time, please save my number.
SHFITED

In case of any requirement in future you can call me.


(SMS/WhatsApp to customer stating that YOU BB)

Sir/Madam you would be glad to know that YOU BB network is upgraded to fiber &
AI technology Service, i.e.…Iqara chat Bot etc (for fastrack of complaints/quick time
resolution). Being a valuable customer, we at YBB would be happy to serve you again.

Assure future good service & provide link post explaining the plan & close WB Sale.

Sir, now YBB has expanded its network. Can I have your new address to check feasibility

(Need to calmly listen to him/her & note down new address)

Feasible Not Feasible / Not intrested

Congratulations sir, your new area feasible now & you can renew now.

Provide link post explaining the plans & close WB Sale.

Sir, now YOU BB has introduced low cost plans for low usage customers.
(Need to calmly listen to him/her & note the requirments)

Interested to listen Not Interested

Provide link post explaining the plans & close Wb Sale.

After completion of every call : TSE need to update feedback in Sales App & move to next lead

This document is exclusively intended for training purposes and must not be distributed. | [Link] | 91212 91212

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