Call flow

* How to call customer (up selling)

 - Hi, Good am / pm! This is (Name) in behalf of (Queue), we saw that you ordered a (Item) from us. 
   Just wondering how is the product so far?

 - I see, Thank you for your feedback on the item, btw, do you need extra (XXX) for your item? 
   I can give you a special offer of less (XXX) if you buy now...

 - or you can actually buy (XXX) to use for your product and adds this benefit (XXX)which i can offer less xxx if you buy now.

 (If customer no go)
 - I see, Thank you so much for your time, and just in case you change your mind, you can call me at 03 91115708 loc (XXX)
 -and I can help you process this order and offer you a great deal.

 (Ending Script)
 - Again this is (Name). Thank you for your time and Have a great day ahead!

UPDATED CALL FLOW

1. OPENING SPIEL
-Always greet the customer with a warm welcome and with a smile
-Adhere to the greeting script. (Sample spiels below)
-Very essential that we project / show willingness to help.
-First impression to the customer.
-Positive tone of voice.

     Thank you for calling (name) How may I help you for today?
     Hi! My name is (name) How can I assist you today?

2. ACTIVE LISTENING
-Customer concern/ main issue
-the reason why customer called.
-Acknowledged customer's concern
-Probe – follow up question
-Paraphrase - Paraphrasing is repeating in your words what you interpreted someone else to be saying
-Show Empathy; apology if needed ( Sample spiels below)

      We apologise for any inconvenience caused.
      We understand the frustrations you are encountering. 
      We apologise for the issue you encountered. Let me help you resolve this issue.

3. GATHER INFORMATION -Account Authentication - for customer's security
-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 the account verification
-Email capture – The email address of the customer. eBay Stores and some special stores we do not have the record in the backend.

For reference http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=QUALITY_UPDATE

4. 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
-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.

5. RECAP
-Brief Summary of your phone conversation
-Place the customer On HOLD for at least 3 minutes to complete the recap email/backend notes
-Recap email template http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=QUALITY_UPDATES (Provide customer the Kayako ticket ID of the recap email as reference) -

Here is a good spiel for recap email:

        "By the way, you will receive a recap email on what we have discussed. Don't worry, you 
        don't need to reply. This is just for documentation purposes only. Thank you"'

6. CLOSING
-Ask if the customer may have any additional questions or issues before ending the call.
-Asking the customer if they still have any concern.
-Always adhere to the call closure script.

       "Is there anything else we can help you with?“

“Is there anything else I can assist you with?”

Signature closing remark (any)

       “This is ( Name) Thank you for calling! Bye for now!”
       “Thank you for your time, this is (Name). Have a great day! Bye!”