Phone Flow: Inbound Support Call

Before you dial

(For inbound calls: before you set yourself to available.)

• Headset tested, quiet room, stable connection
• Ticketing system or CRM, order system and knowledge base open
• Client's greeting, recording disclosure and verification steps ready
• Today's known issues read
• Water nearby; voice warmed up

The flow

1. Greeting (answer within 3 rings)

You: Thank you for calling (COMPANY NAME), this is (YOUR NAME). How can I help today?

Why it works: company, your name and an open question in one breath.

If the client requires it, add the recording disclosure here, word for word as the client wrote it:

You: (CLIENT'S APPROVED RECORDING DISCLOSURE)

2. Listen fully, then get their name

Them: (Explains the issue.) You: I'm sorry about that, I'll help you sort it out. May I have your name, please? You: Thank you, (CALLER NAME). Could you spell your last name for me?

Write notes while they talk. Do not interrupt.

3. Verify (before any account detail)

You: So I can look at your account, could you confirm (VERIFICATION DETAILS, per client)?

If verification fails

You: I'm sorry, I'm not able to match those details, so I can't discuss the account. The account holder can call us, or you can (SELF-SERVICE OPTION).

Stay polite. Never hint at the correct details.

4. Tell it back

You: Let me make sure I have this right: your order (ORDER NUMBER) arrived yesterday, and the lid is cracked. You'd like a replacement before the weekend. Is that correct?

Why it works: the caller hears they were understood, and you avoid fixing the wrong problem.

5. Hold properly (if you need to check)

You: Could I place you on a short hold while I check stock? It should take about 2 minutes. Them: Sure. You (after 60 seconds or less): Thank you for holding, (CALLER NAME). I'm still checking. Are you okay to hold one more minute?

6. Resolve, or route with a warm transfer

You: Good news: I've arranged a replacement by express delivery. It'll arrive Thursday, and you'll get a tracking email within the hour. You don't need to return the cracked one.

If you need to transfer

You: This needs our billing team, who can approve it. I'll connect you to (NAME OR TEAM) now, and I'll explain everything first so you won't need to repeat it. Is that okay?

Brief the receiver: caller name, verified or not, issue, what you tried, what the caller wants. Stay on until they connect, if your phone system allows.

If it cannot be solved on the call

You: I can't fix this on the call, because (REASON). Here's what happens next: (WHO) will (WHAT) by (TIME AND ZONE). I'll email you a summary right after this call, with a reference number.

7. Summarize and close

You: So to recap: your replacement ships today by express, it arrives Thursday, and the tracking email is on its way. Is there anything else I can help with today? Them: No, that's great. You: Thank you for calling, (CALLER NAME). Have a good day.

Let the caller hang up first.

8. Log within 5 minutes

Objections

Caller says	You say
"I don't want to be put on hold."	"Understood. I can check this and call you back within (TIME), or stay on the line while I check. Which do you prefer?"
"Can I speak to a manager?"	"Of course. Let me get a senior team member. May I tell them briefly what's happened, so you don't have to repeat it?"
"Where are you based?"	Use the client's approved wording. Never mention your own country. If there is no script: "I'm with (COMPANY NAME). We support customers all over (MARKET). I'm happy to help with this today."
"I can't understand you."	Slow down, use simpler words, and check: "Is this clearer?" If needed, offer to follow up in writing.

For angry callers, switch to the Angry Caller Flow.

After the call

Call log (in the ticket or CRM within 5 minutes):

Call (inbound), (DATE, TIME AND ZONE), (DURATION). Caller: (NAME), verified (yes or no). Issue: (SUMMARY). Done: (ACTION). Promised: (WHAT, WHEN). Next: (WHO, WHAT). Transfer: (none or to whom).

Tags: contact reason, phone. Send any promised email summary.

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