我参考了公司用的软件，试着用英文写一个大概的提纲，我想你可以从以下几个方面准备一下：
Constructing the Call - If for a Service Call
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Standard Greeting -- Consistency -- leads into first open-ended question.
Listen -- Use active listening skills; ensure you get all the information before responding.
Acknowledge -- Show empathy.
Explore -- Open-ended and closed-ended questions to get full understanding of the problem.
Respond -- Provide customer with solution or a statement of what to expect if not resolved.
Close -- Confirm customer satisfaction; thank customer; offer ongoing support.
* * * * * * * * * * *
Problem Solving Model - If for a Problem Call
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Clear define the problem
Analyze the problem
Generate solutions
Select the best solution
Gain approval/support
Develop the plan
Follow-up
Constructing the Call - If for a Service Call
=================================
Standard Greeting -- Consistency -- leads into first open-ended question.
Listen -- Use active listening skills; ensure you get all the information before responding.
Acknowledge -- Show empathy.
Explore -- Open-ended and closed-ended questions to get full understanding of the problem.
Respond -- Provide customer with solution or a statement of what to expect if not resolved.
Close -- Confirm customer satisfaction; thank customer; offer ongoing support.
* * * * * * * * * * *
Problem Solving Model - If for a Problem Call
===================================
Clear define the problem
Analyze the problem
Generate solutions
Select the best solution
Gain approval/support
Develop the plan
Follow-up