Difference between revisions of "VOICE UPDATES"
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| − | == | + | === LINKS=== |
[[File:covid.png]] [[File:123warning.png|350px]] | [[File:covid.png]] [[File:123warning.png|350px]] | ||
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| + | [[File:salestracker.png|150px|link=https://docs.google.com/spreadsheets/d/1Ab_Jn6zRZqT-K7gWqaU80eZD2nuPi07oJk-77K11Cz4/edit#gid=0]] | ||
| + | [[File:login.png|200px|link=https://docs.google.com/forms/d/e/1FAIpQLSd5O8kPsR4M4sAmDOdX30VGFYKjdWMTQQY56ue7Lfjd7Oi-Fw/viewform]] [[File:Faultytracker.png|200px|link=https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=]] | ||
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| − | + | ===OTHER UPDATES=== | |
| − | '''< | + | *'''[[TEAM DAILY UPDATES]]'''<br> |
| + | *'''[[CASES UPDATES]]'''<br> | ||
| + | *'''[[TIER 1 AU UPDATES]]'''<br> | ||
| + | *'''[[SYSTEM EVENTS (AU) TEAM UPDATES]]'''<br> | ||
| + | *'''[[LOSS CASE TEAM UPDATES (AU)]]'''<br> | ||
| − | + | ====<span style="color:#800080">SALES==== | |
| − | + | ||
| + | https://docs.google.com/spreadsheets/d/1Ab_Jn6zRZqT-K7gWqaU80eZD2nuPi07oJk-77K11Cz4/edit#gid=1521431277 | ||
| − | === | + | === KEY CUSTOMER SERVICE SKILLS=== |
| − | ''' | + | '''1. Patience''' – Do not interrupt the customer<br> |
| + | '''2. Active Listening''' – attentiveness<br> | ||
| + | '''3. Build Rapport''' – engage with your customers<br> | ||
| + | '''4. Positive Scripting''' – respond with positive statements/words<br> | ||
| + | '''5. Resourceful''' – use all tools to review and check account<br> | ||
| + | '''6. Empathy''' - understand and share the feelings with the customer<br> | ||
| + | '''7. Extra Mile''' – provide info needed without customer’s request<br> | ||
| − | + | ===AU ASSIGNED TASK=== | |
| − | [[ | + | [[file:TASKMAY2022.png]]<br> |
| − | + | [[file:SCHEDMAY2022.png]]<br> | |
| − | + | === SALES STRATEGIES=== | |
| + | [[File:salesstrat.png]] | ||
| − | |||
| + | '''CALL FLOW''' | ||
| − | + | '''OPENING''' | |
| + | 1. Always greet the customer with a warm welcome and with a smile.<br> | ||
| + | 2. Positive tone of voice that shows or project our willingness to help. <br> | ||
| + | 3 1st 10 seconds is the first impression to the customer.<br> | ||
| − | + | Adhere to the greeting script. (Sample spiels below) | |
| − | + | '''"Thank you for calling, this is (NAME) Can I have your name, please? How are you doing today?"'''<br> | |
| + | '''GATHER INFORMATION OR VERIFICATION''' | ||
| − | + | - Order Number<br> | |
| + | - Email Address Registered<br> | ||
| + | - Customer Name – Account<br> | ||
| + | - Tracking Number (if available)<br> | ||
| + | - Item Purchased<br> | ||
| − | + | '''Phone number''' and '''Shipping details''' will be the last resort for verification if order cannot be pulled up then proceed with the other details needed.<br> | |
| + | For '''eBay stores''': eBay user ID, eBay Item ID can be used. Email Capture and Active Phone Number (in case the call got disconnected) is a must in all calls (Pre-Sale or After-Sale Concerns)<br> | ||
| − | + | Sample spiels below <br> | |
| − | ''' | + | '''"Before we proceed, can we ask for your (gather information) for verification purposes?"''' |
| − | + | ||
| − | + | ||
| − | + | ||
| − | + | ||
| − | + | ||
| − | + | ||
| + | '''LISTENING SKILLS, EMPATHY, ACKNOWLEDGEMENT AND REASSURANCE STATEMENTS''' | ||
| − | + | - Customer concern/main issue<br> | |
| + | - Probe – follow up question<br> | ||
| + | - Paraphrase (paraphrasing the statement of the customer on your own words but not repeating the whole statement given by the customer)<br> | ||
| + | - Acknowledged/Empathized with the customer situation and concern. Power words can also be added. (sample spiels below)<br> | ||
| − | + | '''"We are sorry you are going through this."'''<br> | |
| + | '''"We can understand how that would be difficult."'''<br> | ||
| + | '''"It makes me really sad to hear this happened."'''<br> | ||
| + | '''"Thank you so much for us notifying about the issue."'''<br> | ||
| + | '''"We are sorry to hear that this happened to you. I will be more than happy to assist you today and get this issue fixed."'''<br> | ||
| + | '''"We are sorry you had to deal with this inconvenience. Let's get this taken care of."'''<br> | ||
| + | '''"We understand why this is upsetting - I would feel the same way. Here's what we are going to do to get this resolved."'''<br> | ||
| + | |||
| + | '''Power words'''<br> | ||
| + | |||
| + | '''Great!'''<br> | ||
| + | '''Perfect!'''<br> | ||
| + | '''Awesome!'''<br> | ||
| + | |||
| + | '''ISSUE RESOLUTION'''<br> | ||
| + | |||
| + | - Be sure to utilize available system tools <br> | ||
| + | - Give the customer accurate company/product/policy/procedure information <br> | ||
| + | - Always adhere to the company’s policies and procedure <br> | ||
| + | - Make sure to use “We” when providing the resolution as we are representing the company. <br> | ||
| + | |||
| + | Check WiKi for a resolution. (http://ph-wiki.crazysales.com.au/mediawiki/index. php?title=Main_Page) If needed, escalate an issue to SME’s or TL. | ||
| + | |||
| + | '''RECAP EMAIL'''<br> | ||
| + | |||
| + | - Brief Summary of your phone conversation<br> | ||
| + | |||
| + | Sample Spiel<br> | ||
| + | |||
| + | '''"By the way, after this call, we will send you a recap email on what we have discussed. No need to reply since this is for documentation purposes only"'''<br> | ||
| + | |||
| + | '''CLOSING'''<br> | ||
| + | |||
| + | - Brief Summary of your phone conversation<br> | ||
| + | |||
| + | Sample Spiel<br> | ||
| + | |||
| + | '''"Will there be anything else that we can assist or help you with?"'''<br> | ||
| + | |||
| + | '''Signature Closing Remark(ANY)'''<br> | ||
| + | |||
| + | '''"Thank you for calling! Have a great day! Bye for now."'''<br> | ||
| + | |||
| + | '''IMPORTANT CALL REMINDERS''' | ||
| + | |||
| + | - Use your HOLD timely; if advised will be put on hold in 1-2 minutes; get back to the cx and advise that you need additional hold time; '''DO NOT PUT THE CX ON HOLD CONTINUOUSLY AND FREQUENTLY'''<br> | ||
| + | - Build rapport with cx if needed avoid '''DEAD AIR'''<br> | ||
| + | - Notate all details about the conversation on the backend; do not notate that was not heard on the call<br> | ||
| + | - Always get back to the customer as promised to the previous calls. Use WeChat or Lark Reminders for the callbacks.<br> | ||
| + | - Avoid adding promises to your spiels or resolution that cannot be processed. Always inform customers that ALL requests are always '''SUBJECT FOR APPROVAL'''.<br> | ||
Latest revision as of 12:43, 12 May 2022
Contents
LINKS[edit]
OTHER UPDATES[edit]
- TEAM DAILY UPDATES
- CASES UPDATES
- TIER 1 AU UPDATES
- SYSTEM EVENTS (AU) TEAM UPDATES
- LOSS CASE TEAM UPDATES (AU)
SALES[edit]
KEY CUSTOMER SERVICE SKILLS[edit]
1. Patience – Do not interrupt the customer
2. Active Listening – attentiveness
3. Build Rapport – engage with your customers
4. Positive Scripting – respond with positive statements/words
5. Resourceful – use all tools to review and check account
6. Empathy - understand and share the feelings with the customer
7. Extra Mile – provide info needed without customer’s request
AU ASSIGNED TASK[edit]
SALES STRATEGIES[edit]
CALL FLOW
OPENING
1. Always greet the customer with a warm welcome and with a smile.
2. Positive tone of voice that shows or project our willingness to help.
3 1st 10 seconds is the first impression to the customer.
Adhere to the greeting script. (Sample spiels below)
"Thank you for calling, this is (NAME) Can I have your name, please? How are you doing today?"
GATHER INFORMATION OR VERIFICATION
- Order Number
- Email Address Registered
- Customer Name – Account
- Tracking Number (if available)
- Item Purchased
Phone number and Shipping details will be the last resort for verification if order cannot be pulled up then proceed with the other details needed.
For eBay stores: eBay user ID, eBay Item ID can be used. Email Capture and Active Phone Number (in case the call got disconnected) is a must in all calls (Pre-Sale or After-Sale Concerns)
Sample spiels below
"Before we proceed, can we ask for your (gather information) for verification purposes?"
LISTENING SKILLS, EMPATHY, ACKNOWLEDGEMENT AND REASSURANCE STATEMENTS
- Customer concern/main issue
- Probe – follow up question
- Paraphrase (paraphrasing the statement of the customer on your own words but not repeating the whole statement given by the customer)
- Acknowledged/Empathized with the customer situation and concern. Power words can also be added. (sample spiels below)
"We are sorry you are going through this."
"We can understand how that would be difficult."
"It makes me really sad to hear this happened."
"Thank you so much for us notifying about the issue."
"We are sorry to hear that this happened to you. I will be more than happy to assist you today and get this issue fixed."
"We are sorry you had to deal with this inconvenience. Let's get this taken care of."
"We understand why this is upsetting - I would feel the same way. Here's what we are going to do to get this resolved."
Power words
Great!
Perfect!
Awesome!
ISSUE RESOLUTION
- Be sure to utilize available system tools
- Give the customer accurate company/product/policy/procedure information
- Always adhere to the company’s policies and procedure
- Make sure to use “We” when providing the resolution as we are representing the company.
Check WiKi for a resolution. (http://ph-wiki.crazysales.com.au/mediawiki/index. php?title=Main_Page) If needed, escalate an issue to SME’s or TL.
RECAP EMAIL
- Brief Summary of your phone conversation
Sample Spiel
"By the way, after this call, we will send you a recap email on what we have discussed. No need to reply since this is for documentation purposes only"
CLOSING
- Brief Summary of your phone conversation
Sample Spiel
"Will there be anything else that we can assist or help you with?"
Signature Closing Remark(ANY)
"Thank you for calling! Have a great day! Bye for now."
IMPORTANT CALL REMINDERS
- Use your HOLD timely; if advised will be put on hold in 1-2 minutes; get back to the cx and advise that you need additional hold time; DO NOT PUT THE CX ON HOLD CONTINUOUSLY AND FREQUENTLY
- Build rapport with cx if needed avoid DEAD AIR
- Notate all details about the conversation on the backend; do not notate that was not heard on the call
- Always get back to the customer as promised to the previous calls. Use WeChat or Lark Reminders for the callbacks.
- Avoid adding promises to your spiels or resolution that cannot be processed. Always inform customers that ALL requests are always SUBJECT FOR APPROVAL.
