这是Callnovo最近为一家出海美国的打印机品牌公司设计的在美国消费者服务环境和文化的市场典型一线英语技术支持联络中心产品故障排查话术和工作流程。
工作流程：
1. 问候顾客并请求顾客提供的姓名。
2. 确认顾客的联系信息。
3. 请顾客描述打印机故障。
4. 确定顾客的打印机型号并询问他们是否已自助根据说明书或者App指南进行尝试故障排除基本步骤。
5. 根据顾客描述的具体故障和打印机型号为顾客提供公司预设的客服中心远程故障排查步骤。一步步协助顾客层层排查。
6. 确认顾客的问题已经解决。
7. 感谢顾客的来电并询问是否需要额外的支持或帮助。
8. 记录电话内容和刚刚采取的故障排除步骤在CRM系统里。
基本话术Script:
Agent: "Thank you for calling the printer product company. My name is [Agent Name]. May I please have your name?"
Customer: "Yes, my name is [Customer Name]."
Agent: "Thank you, [Customer Name]. May I have your phone number or email address, please?"
Customer: "[Phone number or email address]."
Agent: "Great, thank you. Please describe the issue you are experiencing with your printer."
Customer: "My printer isn't printing anything."
Agent: "Okay, can you please tell me the model of your printer?"
Customer: "It's a [Printer Model]."
Agent: "Thank you. Have you tried any troubleshooting steps already?"
Customer: "No, I haven't."
Agent: "Alright. Let's try some troubleshooting steps to fix the issue. First, please check if your printer is turned on and connected to your computer or network."
Customer: "Okay, I'll check."
Agent: "Thank you. Is your printer connected?"
Customer: "Yes, it is."
Agent: "Alright. Please try printing a test page to see if the printer is working properly."
Customer: "Okay, let me try that... Oh, it's printing now! Thank you so much!"
Agent: "You're welcome! I'm glad I could help. Is there anything else I can assist you with?"
Customer: "No, that's all. Thank you again."
Agent: "Not a problem. Thank you for calling and have a great day!"
Customer: "You too."
Agent: "Goodbye."
以上是一个基本流程。实际运营流程中，我们还会通过Callnovo CRM技术平台为品牌实现IVR语音导航，通话结束CSAT评价等。另外每一家出海品牌的具体产品都有各自的独特性，我们的商务和运营团队会进一步品牌特性进行更精细化定制流程和话术优化，并在实际外包运营服务过程中为品牌保持长期渐进和提高。一切都为了输出品牌的卓越服务体验！
