Call and Chat Flow

Which of the following is our standard call opening spiel?

• “Thank you for calling, my name is ______. How can I help you?"

• “Thank you for calling Pearson Technical Support, my name is ______. May I have your first and last name?"

• “Thank you for calling, my name is ______. May I have your case number”​

True or False

(CALL TRANSACTION) If the customer has a case number already, no need to verify 5 pieces of identifying information.

• True

• False

Which of the following is our automated chat opening spiel?

• "Hi, my name is _____. Please give me your case number."

• "Hi, my name is _____. Please give me a moment to review your issue."

• "Hi,thanks for contacting Pearson. My name is _____. How may I help you?

What are those 5 identifying information?

• First and Last Name

• Country (if applicable)

• Phone number

• Email address

• School Name

True or False

The closing should include the following steps:​​

​​

Recap, final assistance, and CSAT spiel.

• True

• False