<aside> 💡 Use this SOP to help reps give consistent service over the phone and deal with issues effectively.

</aside>

🎯 Purpose

In 1-2 sentences, explain the goal or output of this process. For example:

This SOP will help reps give consistent, high-quality service to customers and resolve issues efficiently.

📋 How to prepare for phone calls

Explain what reps need to do before a phone call here. For example:

1. Understand the issue and what you want to achieve during the call, such as getting more information, calming down the customer, or working towards a resolution.
2. Schedule the call using the templated script Schedule a phone call below.
3. Send a Google Calendar invite to confirm.

💬 Scripts to follow

Add templated scripts to keep your communication consistent. Here are a few examples:

Template: Schedule a phone call

<aside> 🎙️ Greetings [Customer name],

Thank you for reaching out. I would appreciate the opportunity to schedule a call to discuss this matter and provide assistance.

I’m available during the following hours this week: [rep inserts availability here]. Please let me know a day and time within that availability that suits you, along with the most convenient number to reach you.

I’m looking forward to hearing back from you.

Thank you,

[Representative name]

</aside>

Template: Confirm a scheduled phone call

<aside> 🎙️ Hello [Customer name],

Thank you for confirming your preferred time. I’ve sent a Google Calendar invite for [the requested day and time]. I’ll reach out to you from the phone number [insert].

Looking forward to our conversation!

Best regards, [Representative name]

</aside>

Template: Greeting customers when calling them

<aside> 🎙️ Hi, this is [Representative name] from [Company] Support. This call is being recorded for quality and training purposes. I’m calling you today regarding…

</aside>

Template: After call follow-up

<aside> 🎙️ Hi [Customer name],

Thank you for taking the time to speak with me earlier. I wanted to provide a brief recap of our phone conversation.

[Insert a summary of the phone conversation here. Be sure to include any next steps discussed or agreed upon after the call].

Thanks once again,

[Representative name]

</aside>

🔄 During-the-call process

List step-by-step instructions for conducting phone calls. For example:

1. Greet the customer using the Greeting customers on a phone call script.
2. Mention a hard stop at the beginning of the call, such as 15 minutes, to keep the phone call from going too long. You can say, “I have another meeting at [insert time], but that should give us plenty of time to discuss this.”
3. Verify the customer's identity by asking for their name, account number, or other relevant information.
4. Listen actively to the customer's issue or inquiry. Ask clarifying questions if necessary to fully understand the problem.
5. Resolve the issue using the knowledge base and CRM, and provide step-by-step instructions if the customer needs to take action.
6. Confirm the issue has been resolved. If it hasn’t, escalate the call to the right person.
7. Wrap up the call by summarizing the next steps if needed and thanking them for calling.
8. Document the call using the post-call process.

🤯 De-escalating angry customers

Explain the process for de-escalating upset customers. For example:

• Show empathy by taking the time to listen and understand the issue. You can say, “I understand how frustrating this must be for you.”
• Ask clarifying questions if you don’t understand the issue. Rephrase the problem to the customer to show understanding and clear up any misunderstanding.
• Set expectations about what steps you will take, what will happen next, and when they will hear from you (or another team member).

✅ Post-call process

List out post-call procedures. For example:

• Enter an internal note on the ticket related to the call's issue, upload the recording, and summarize what was discussed.
• Send a follow-up message to the customer, recapping the conversation and reiterating the next steps. Use the After call follow-up script as a template, and adjust it based on the specific details of your conversation.

📚 Related Resources

Add supporting references, contact persons, or regulatory guidelines, such as:

• Company Knowledge Base [link to the knowledge base]
• CRM User Guide [link to the guide]
• Support Training Manual [link to additional support materials]

Approval and Revision History

Indicate who approved the procedure, the start date, and the most recent changes made to the SOP. Note: Notion updates this information automatically at the top of the page.