Difference between revisions of "VOICE UPDATES"
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'''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> | '''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''' | + | 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> |
Revision as of 12:09, 12 May 2022
Contents
LINKS
OTHER UPDATES
- TEAM DAILY UPDATES
- CASES UPDATES
- TIER 1 AU UPDATES
- SYSTEM EVENTS (AU) TEAM UPDATES
- LOSS CASE TEAM UPDATES (AU)
SALES
KEY CUSTOMER SERVICE SKILLS
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
SALES STRATEGIES
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
1. Order Number
2. Email Address Registered
3. Customer Name – Account
4. Tracking Number (if available)
5. 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)
