An interaction must not end without requesting pertinent information to complete the ticket. It is understandable that the customer can refuse to provide details, but that does not excuse the fact that we did not request the information before the call ended.

See below some tips and wordings to request the information from the customer (these are just examples):

While researching information tell the customer use the following phrases:

“While I research the information you requested, can I please have your first and last name, and email address?”
“I need to place you on hold to generate a ticket for this conversation, may I please have your first and last name, and email address?”

While answering questions about a purchased item:

“In order to document our conversation and the information that I am providing, may I please have your first and last name, and email address?”
“I would need to create a ticket for this conversation and in case you need to contact us back we will have all of the details documented, therefore may I please have your first and last name, and email address?”

C4C Unknown Caller Documentation

C4C Unknown Caller Documentation

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