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NÜ Car Rentals Call Flow Guide

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Updated
ByCJ

1. Greeting (Opening Spiel)

Objective: Deliver a warm, professional welcome.
Script:

“Thank you for calling NÜ Car Rentals. My name is [Agent Name]. How may I help you today?“

✅ Ensure a friendly tone and clear introduction.

2. Verification

Before proceeding with any reservation details, it’s important that we first verify the name listed on the reservation. Once confirmed, we should then politely ask who is currently on the line to determine if we’re speaking directly with the renter or an authorized individual.

This step is essential for maintaining both security and accuracy in our service interactions.

Example prompt:
“May I first confirm the full name on the reservation?”
Once confirmed:
“And may I ask who I’m speaking with today?”

Checklist:

✅ Proceed only if appropriate

✅ Confirm reservation name

✅ Identify caller relationship

3. Voice Out the Reason of the Call & Actively Listen

Objective: Understand and restate the reason for the call.
Steps:

  • Let the caller explain the issue.
  • Confirm understanding by rephrasing:

“Just to confirm, you’re calling about [restate concern] — is that correct?”

✅ Demonstrates active listening and clarity.

4. Empathy (If Applicable)

Objective: Show understanding, especially in difficult situations.
Examples:

“I understand how frustrating that must be.”
“I’m really sorry you had to experience that.”

✅ Builds rapport and trust with the customer.

5. Resolution

Objective: Provide a clear and accurate resolution.
Steps:

  • Offer solutions or next steps.
  • Explain the process and timeline if applicable.

✅ Agent must be knowledgeable and decisive.

6. First Call Resolution (FCR)

Objective: Solve the issue on the first call.
Goal: Avoid call-backs or escalations.
Tip: Check all tools, notes, and resources before ending the call.

✅ FCR improves satisfaction and efficiency.

7. Hold Time

f so, it’s essential to follow these key steps to ensure a professional and courteous experience:

  1. Always ask permission before placing the caller on hold.
    Example: “Would you mind if I place you on a brief hold while I check that for you?”
  2. If the hold extends beyond 2 minutes, come back on the line to provide an update and reassure the caller that they haven’t been forgotten.
    Example: “Thank you for your patience—I’m still working on this and will be just another moment.”
  3. Always thank the renter again once you return to the call.
    Example: “Thank you so much for holding—I appreciate your patience.”

If placed on hold, did the Rep return within 2 minutes to update the caller or provide an estimated time?

✅ Never leave the caller in silence or confusion.

8. Dead Air

Objective: Keep the conversation flowing.
Tips:

  • Narrate actions while searching (e.g., “I’m just pulling up your account now.”)
  • Avoid extended silence.

✅ Keeps the caller engaged and reassured.

9. Further Assistance & Call Summary

Objective: Confirm if anything else is needed and summarize the call.
Script:

“Just to recap, today we [state resolution]. Is there anything else I can assist you with today?”

✅ Closes the loop on the interaction.

10. Closing (Closing Spiel)

Objective: End with professionalism and appreciation.
Script:

“Thank you for calling NÜ Car Rentals, we appreciate your business and hope you have a great day/night!”

✅ Leaves a positive final impression.

11. Appropriate Responses

Objective: Use courteous and empathetic language.
Examples:

  • “My pleasure.”
  • “I’m so sorry to hear that. Let’s get this sorted for you.”
  • “You’re very welcome!”

✅ Use tone and phrases that match the customer’s mood and concern.

12. Documentation

Objective: Properly record the call details.
Steps:

  • Update the account with a summary of the conversation and actions taken.
  • Include relevant timestamps and contact info.

✅ Ensures continuity and accountability.

13. Tone

Objective: Maintain a friendly, calm, and professional tone throughout.
Tips:

  • Smile through the phone.
  • Adjust energy based on the caller’s tone.

✅ Tone builds trust and affects customer perception.

📝 Feedback / Comments Section

To be completed by the QA Analyst or Shift Supervisor based on performance observed using the internal form.

📊 Scoring

Total Points: ___ / ___ %
Use the QA form checklist to evaluate and score each interaction and will be presented while coaching the Agent.

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