Assessment References

Providing a common structured dialogue to managing customer requests is essential ,no matter who in the support organization responds to the customer. The order in which questions and responses are required helps both the customer and the support person to ensure nothing is forgotten. Using a common technique presents a professional and well-structured organization to the customer.

It is important to apply a common structured interrogation technique to establish and maintain:

customer 'pickup', i.e. response times
contact identification (e.g. name, company, telephone)
contact detail confirmation
customer response dialogue (e.g. Good morning, ACME Service Desk, Barry speaking. How can I help you"), but done in a way that is as User-friendly as possible and not sound as if it is being read from a script.

Source: ITIL Service Management, Section 4.8.2