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HELP DESK CALL HANDLING SCRIPTS
FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined.
June 1999
© 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc.
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Future Technologies, Inc. Call Handling ________________________________________________________ ____
INTRODUCTION..........................................................................................................................3 PERSONAL GREETING SCRIPTS .........................................................................................4 HELP DESK GREETING SCRIPTS ........................................................................................5 TELEPHONE TECHNIQUES....................................................................................................7 CALL OWNERSHIP ....................................................................................................................8 CALL RESPONSE STEPS........................................................................................................9 CALLER IDENTIFICATION...............................................................................................................9 QUALIFY THE CALL ....................................................................................................................10 ISSUE IDENTIFICATION ................................................................................................................11 CALL RESOLUTION.....................................................................................................................12 CALL ROUTING OR ESCALATION ...............................................................................................12 CONCLUSION ...........................................................................................................................13...