Four years on the other end of the conversation: the question before the order, the confirmation, and whatever went wrong after delivery. In Arabic, in English, and now in German.
Deutsch habe ich nicht im Klassenzimmer gelernt, sondern im Gespräch mit Muttersprachlern. Deshalb funktioniert es auch am Telefon, wenn jemand schnell spricht oder mitten im Satz das Thema wechselt.
Seit vier Jahren betreue ich E-Commerce-Kunden in Ägypten, den USA und Palästina. In kleinen Betrieben schreibt dieselbe Person den Text, den der Kunde liest, und beantwortet danach seine Fragen. Dazu kamen Kaltakquise-Anrufe auf Englisch bei Firmen in den USA. Dabei habe ich gelernt, eine schlechte Liste von einem schlechten Zeitpunkt und einem schlechten Angebot zu unterscheiden.
Ich suche eine Stelle im deutschsprachigen Kundenservice, in der beides zählt: die Sprache und die Erfahrung auf beiden Seiten des Gesprächs.
Customer service, ecommerce · 2022 to now
Outbound B2B calling, United States · in English
The volume was small. What came out of it was a way of listening to a call that transfers directly to a service queue, where the useful question is also why this person is unhappy rather than how fast I can end the conversation.
The scripts themselves
Two of the call scripts I wrote and kept revising, cleaned of anything client-identifying and open in your browser. The first runs the same call structure across seven industries, so you can see what changes and what does not. The second is a discovery-led call for a single sector, where the questions get sharper because the problems are known in advance.
They are worth opening for the branching rather than the wording. What a call does when the answer is no is the part that decides whether the next one goes better.
Seven industries
Gatekeeper, opener, discovery, reframe, then the ask, with its own objection tree behind it. Switch industry at the top and watch the same skeleton change its questions. Written for the phone, not for a visit.
Open the scriptOne industry
The same structure aimed at a single sector, where the questions get sharper because the problems are known in advance.
Open the scriptOffer and order value
On one product I priced the tiers so that net profit per order roughly doubled between a single unit and three, then matched the add-on to what the customer already had in the basket rather than offering whatever had the highest margin. That is the difference between an upsell that helps and one that makes someone regret the call.
A queue is only as good as the record behind it. If the customer's history is not in front of the person answering, the same problem gets explained three times. I have designed those records for whole businesses: what gets stored, who can see it, and which numbers tell a supervisor the process is slipping.
Two working prototypes
Both open in your browser, in Arabic. Each shows the workflow analysis first, so you can see what the design was reasoning from, then the screens it produced.
Healthcare
Patient records, approvals, bookings and scheduling, with the operational numbers a supervisor reads on top. A regulated operation where a missing approval number is a bill nobody can collect.
Open the prototypeRetail · Saudi Arabia
Suppliers, items, costing, payments and clearance pricing. Built around seasonality and the cash problem that arrives with it, where last season's stock is this season's liquidity.
Open the prototype