January 2018
Intermediate to advanced
480 pages
236h 9m
English
The flow chart shows the following sequence:
System and Company action: Automated system greeting
Customer decision: Tone phone?
If no: Customer action: Wait for C S R; System and Company action: C S R completes request; End call
If yes: Customer decision: New account?
If yes: Customer action: Wait for C S R; System and Company action: C S R completes request; End call
If no: Customer decision: Request type?
If complaint: Customer action: Wait for C S R; System/Company action: C S R completes request; End call
If place order: Customer actions: Specify order type, Speak to specialized C S R; System/Company action: C S R places order; End call
If cancel order: Customer action: Enter order code; System and Company action: System ...