Call Verbage

Question 1

Greeting - Without AIC

Answer 1

“Thank you for calling the GM Global Service Desk, my name is ____. For validation purposes, can I have your name and GMID, please?”

Question 2

Gretting with AIC

Answer 2

“Thank you for calling the GM Global Service Desk, my name is _____. Am I speaking with (user’s name)?

Question 3

Say before I put them on hold

Answer 3

“Is it ok if I place you on a brief 3 minute hold, please?”

Question 4

Say after I take them off hold

Answer 4

“Thank you for holding (user’s name).”

Question 5

Offer further assistance & Problem Resolution

Answer 5

“Was there anything else I can do for you today or is it ok to close this ticket?”

Question 6

Thanking the User for calling –

Answer 6

“Thank you for calling the GM Global Service Desk. Have a great day!, and “Thanks for calling. Have a good day.”

Question 7

Email Inform?

Answer 7

“You will be receiving an e-mail with your ticket number.”

““You’ll get an e-mail with your ticket number.”

Question 8

Closing hybrid (recommended) –

Answer 8

“Thanks for calling, (user’s name). You’ll receive an e-mail with your ticket number. Was there anything else I could help you with or is it ok to close this ticket out?