Customer Care Call Worksheet

Name:
Date:
Call Start Time:
End Time:

[ ] use greeting
[ ] introduce self by name and direct line
[ ] introduce self as the RIGHT person to gather the feedback and respond
[ ] apologize
[ ] use customer's name

[ ] empathsize - repeat at least 2 of their feelings, with their words
[ ] urge to continue talking
[ ] reiterate that you want to work with them to address their concerns
"i am not in the business of reiterating the business/bank's LEGAL position. i am in the business of delighting customers."

[ ] help the client state their complaint effectively
i.e.
ask what besides an apology they are seeking
[ ] their feedback be shared with a bank executive
[ ] displinary action
[ ] reiumbursement for expenses incurred
[ ] other:


"Let me make sure I understand."
Summarize by restating their top 3 concerns
1.
2.
3.


Progress the call
"THE LAST THING I need to understand is"
ask the customer to prioritze those concerns

Set expectations
"so here's how things will unfold..."