General Support Greeting & Identification Script

Used by: CX Executives / Support Staff

Purpose: To standardize how CX agents greet, verify, and begin every customer conversation (across chat, call, or email).

🎯 Objective

To ensure all customer interactions start:

If Call / Chat / WhatsApp:

“Hello! 👋 Thank you for reaching Cashkr — India’s trusted platform for selling old devices. My name is [Agent Name]. How may I assist you today?”

If Email:

“Dear [Customer Name],

Thank you for contacting Cashkr Support. My name is [Agent Name], and I’ll be assisting you with your query today.”

“May I please confirm your registered mobile number or order ID so I can verify your details quickly?”

If verified:

“Thank you! I’ve verified your order details. Let’s look into this together.”

If not verified (or mismatch):

“It seems the number/order ID doesn’t match our records. Could you please recheck once or provide the phone number used while creating the order?”

“I understand how important this is, and I’ll make sure to resolve it for you at the earliest.”

“I completely understand your concern — let’s check what’s happening with your order right away.”

Category	Examples	Response Approach
🛍️ Order-related	Pickup not done, status pending	Check Admin Panel → order ID
💰 Payment-related	Didn’t receive money / confirmation	Check Wallet/Payout log
📦 Return flow	Pickup failed / device rejected	Verify reason → explain rule
🌐 City/pincode issue	Service unavailable	Use “Unavailability Script”
🏷️ Price mismatch	Quoted vs App price	Use “Price Change Script”
😔 Complaint/escalation	Poor experience	Use “Escalation Acknowledgement Script”

Once identity and issue type are clear:

“Got it. I’ve noted your concern — give me a moment to check your order details so I can assist you accurately.”

✅ Keep tone: Warm, helpful, never robotic

✅ Never use: “Wait,” “Can’t,” or “You’re wrong” — replace with:

“Let me check that for you,” or “I’ll help you verify that.”

✅ Always end the greeting phase with a clear next action.

Scenario 1 – Live Chat:

“Hi, good afternoon! You’ve reached Cashkr Support. My name is Neha — I’ll help you with your order today. Can you please share your order ID?”

Scenario 2 – Call:

“Hello, this is Cashkr Support. You’re speaking with Neha. Could you please confirm your registered mobile number?”

Scenario 3 – Email:

“Dear [Customer Name],

Thank you for reaching out to Cashkr. I understand you have a concern regarding your [order/payment]. I’ll assist you in resolving this quickly.”

Every ticket must include the greeting & verification step before any troubleshooting.

Failure to verify ID before sharing information is a data breach risk and must be avoided.