Tuesday, July 30, 2019
Tuesday, July 23, 2019
Quality Definitions
Phone Monitor Definitions
Opening the
Call
o Assure caller
is greeted with a thank you for calling, introduce yourself and the brand.
o Request the
caller’s name (if not yet given) so that it can be repeated throughout the call.
Example:
Hello, thank
you for calling <Brand>. My name
is <Your Name>; may I have your name please?
Thank you so
much for that information Ms., <Customer’s Name> how can I assist you
today?
o Clearly state
you are happy to assist the caller with (restate the reason they gave you).
Example:
I am sorry your received the wrong item. I
will waive the return label cost and
place an exchange order for you at no shipping charge.
o If the
customer is calling regarding an order, ask for the order number.
o Use email or
first and name for most accurate search.
o Have the
customer verify name, billing address, email address and phone.
o Pay attention
that the information provided is correct (spelling of the name and email
address). If not make necessary changes.
Example:
May I please
have your order number? Do you mind
verifying the billing address, email and phone.
Thank you so much.
Soft Skills
o Professionally
lead the call, while engaging with the caller. Handle efficiently to increase
productivity while keeping it professional and pleasant.
ü Remain in
control of the conversation. Ask direct
questions.
ü Politely redirect
the caller
ü Listen
carefully. Explain yourself clearly.
ü Reduce hold
times and monitor handle time.
o HOLD: When
placing customer on hold always ask if you can place them on a brief hold while
you do XYZ. Be sure to check in frequently when on hold. Assure the caller that you are still with
them at all times. Always thank your caller for holding upon your return.
o TRANSFER: If
the call is being transferred ensure that you let the customer know and provide
the customer with the name of the person that will take the call.
o MUTE: Do
not place customer on mute. Use the
hold so that the customer is aware that you are still connected since the music
is on.
Example:
-May I please place you on a
brief hold so that I can check this information
for you? Thank you so much.
-Thank you for holding, I am
still checking for you.
-Thank you for holding Ms.
Smith, I was able to track your returned package
and it is still in transit.
o Take ownership
of the customer’s problem. Ask pertinent
questions to accurately diagnose the problem.
o Assure the
customer that you will take care of them.
o Let the caller
hear your smile! Be upbeat, friendly, and use a positive and professional tone.
o Sound
interested, engaged and eager/willing to help the customer.
o Do not use jargon
(yep, okeydokey, alrighty, aww, oh, ah,
eek, oops) use “yes”, “correct”, “I understand”, “sorry”.
o Do not talk
over customer and do not interrupt.
o Be apologetic
and empathetic for any issue experienced and always refer to “we” (the company
as a whole) instead of “they”.
Example:
I am very sorry that you have not received your
package, I will be happy to check the status of your order and provide you with
the information.
Use of caller’s name and use of courtesy
phrases
o Use the
caller’s name throughout the conversation to personalize your call. If the name
is challenging, use sir/ma’am or ask permission to use first name.
o If you need to
ask for information, preface it with “May I please…” and follow up with a
“Thank you”
Customer
Service & Phone Protocols
o Use all tools
and systems to assist the caller, including the website.
o Think outside
of the box to solve questions/issues before escalating in attempt to resolve on
first contact.
Example:
I will be
happy to check the balance of your Nine West gift card Ms. Smith. (Use
Magento or website at checkout) to
check for the balance of the gift
card).
Educates
customer on processes and protocol
o Be sure to
provide all relevant information to the customer.
o Remember that
YOU are the expert and need to effectively communicate policies/procedure.
o Have
confidence when communicating policies and procedures.
Example:
Your order will ship UPS ground and it will be
delivered within 1 to 5 business days once it ships. You will be receiving an email with the
tracking number.
o Accurately
enter relevant information in systems is imperative.
o Enter detailed
notes to update customer order/profile when handling or updating a ticket.
Example:
Note any
changes made to customer’s profile or order, such as address, email, price adjustment, waiving
shipping, or return shipping.
o It is critical
to assure all numbers are entered correctly in the systems.
o Assure that
proper source codes are used to ensure that promotions are applied correctly to
the item/order.
o Waive shipping
if order qualifies.
o Be receptive
to customer needs.
o Demonstrate
flexibility when needed, and think outside of the box for solutions.
o Put yourself
in the customer’s shoes and do what you deem reasonable and fair to make sure
the customer is satisfied.
o Call duration
should be limited to a reasonable time.
If you are having difficulty with assisting the customer then seek
supervisor's assistance.
o Assure that
any bugs related to web or systems are reported to the management team.
o Recognize when
the customer should be provided with an appeasement coupon to compensate for
their inconvenience.
Example:
Customer placed order for
color brown and received grey. Reordered
and received grey again. (Let
your supervisor know of this issue)
Closing the
call
o Always
summarize your call (when relevant) to make sure all was addressed.
o Provide
customer with all necessary detail to confirm and keep for reference (order
number, Zendesk ticket number).
o When placing
an order ensure that email, bill to and ship to addresses are correct. Repeat
the items, prices and total of the order.
Example:
I have created a ticket for you and it
will be forwarded to the proper team for a solution. You should receive a
response within 48 hours. Your ticket number is…………
o Be sure to
offer additional assistance prior to giving a closing statement and branding
each call.
o Thank customer
for calling.
Friday, July 19, 2019
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