Rita Etukudo

CUSTOMER SERVICE WORK SAMPLES Examples of how I resolve customer issues and maintain satisfaction Hello, I’m Rita Etukudo Customer Service & Call Centre Professional I’m Rita Etukudo, a Customer Service and Call Centre professional skilled in phone, email, and chat support. I handle high call volumes, resolve issues quickly, and keep CRM records accurate. I stay calm under pressure, give clear solutions, and deliver positive experiences that keep customers loyal. SAMPLE CALL SCRIPTS Examples of how I handle customer issues with professionalism and clear communication 1. Refund Policy Explanation 2. Delivery Mix-up Scenario: Customer unhappy about non-refundable ticket Goal: Explain policy clearly, keep the customer calm Scenario: Customer received the wrong product Goal: Apologise, arrange replacement, reassure customer Result: Customer understood the policy Result: Customer satisfied with and accepted the alternative option replacement order and follow-up Script: CUSTOMER: I would like a refund for my ticket, but your website indicates it’s nonrefundable. AGENT: I understand how you feel. Our policy is that discounted tickets are nonrefundable, but I can offer you a travel credit for future use. CUSTOMER: So I can use it later? AGENT: Yes, the credit will stay valid for 12 months. Script: 3. Upselling / Cross-Selling Scenario: Customer is interested in a basic plan Goal: Introduce the premium plan politely without pressure Result: Customer upgraded to higher plan Script: CUSTOMER: I’m looking at your basic CUSTOMER: I ordered a blue backpack, internet package. but got a red one. AGENT: That’s a good option. Please AGENT: I apologise for the mix-up. I’ll note that our premium plan is only $5 arrange for the correct blue backpack more per month and offers double the to be shipped today, and you can speed. Would you like me to share the return the red one at no cost. details? CUSTOMER: Okay, thank you. CUSTOMER: Hmm, yes, please. AGENT: You’ll receive a confirmation AGENT: Great, I’ll send you a email shortly with tracking details. comparison chart so you can decide. EMAIL & CHAT SAMPLES Examples of how I respond to customer issues with clear, polite, and solution-focused communication Email Sample – Late Delivery Subject: Apology for Delay Chat Sample – Tracking Link Hello [Customer Name], Customer: Hi, tracking link I’m sorry your order arrived later than expected. I’ve checked with our team and confirmed it was delivered today. To make up for the delay, here’s a discount code for your next purchase. Agent: Hello [Name], I'm sorry about that. Here’s your link: [link]. You’ll also get email updates as it moves. Best regards, Rita Etukudo didn't Customer: Thanks! Agent: You’re welcome. get a CRM-BASED CALL TRACKİNG & FOLLOW-UPS Project: HubSpot CRM – Outbound Dialer & Call Tracking Objective: Manage outbound calls efficiently, track every client interaction, and ensure timely followups Role / Actions: Used HubSpot’s built-in dialer to connect directly with leads and clients Logged calls with detailed notes, outcomes, and follow-up tasks Scheduled reminders to ensure no client interaction was missed Integrated call recordings with client records for better tracking Result: Increased client response rate by 25% and improved follow-ups with accurate, organised call records and timely reminders HUBSPOT CRM Project Title: HubSpot CRM – Contact Management Objective: To organise client records and maintain a clear communication history for smooth follow-ups Tools Used: HubSpot CRM Result: Accurate client data, easy access to past interactions, and faster response to customer needs SALESFORCE Project Title: Customer Service Dashboard Objective: Manage leads and cases efficiently while generating insightful reports Tools Used: Salesforce Developer Edition Result: Analysed sample data to highlight case resolution, lead management, and key performance metrics Set up and managed a sales opportunity in Salesforce for Vision Revive Tea with a set amount and a close date Created and managed a new lead in Salesforce to capture potential customer details and product interest, and follow-up status for Vision Revive Tea SALESFORCE Bar chart showing customer service cases by priority, helping track high, medium, and low-level cases for better resource planning Opened and managed a customer case in Salesforce, documenting concerns, updating progress, and ensuring the case is closed on time ZOHO Project Title: Zoho CRM – Leads & Deals Management Objective: Track leads, accounts, and deals to streamline sales and customer relationships Tools Used: Zoho CRM Result: Organised customer data, monitored sales pipelines, and generated insights for better decisionmaking Let’s Connect Rita Etukudo --linkedin.com/in/ritaetukudo Thank you for reviewing my portfolio