These scripts are mainly to guide you. If there are spiels that you'd like to be added, just holler! :)
OPENING SPIEL and gathering/verifying information
"Thank you for calling the Customer Experience Group. My name is <your name>. May I have your email address please?" --- "Thank you."
"Are you calling in for Connect?"
"Let me check if you already have a profile in our database, okay?" (search for a contact while giving the spiel) --- "Thank you."
"Are you calling in for Connect?"
"Let me check if you already have a profile in our database, okay?" (search for a contact while giving the spiel) --- "Thank you."
If there is an EXISTING ACCOUNT:
"May I have your first and last name please?" "May I know the name of your school please?" --- "Thank you." "Is the phone number that we have on file still active?"
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If there is NO ACCOUNT YET:
"Have you called Customer Experience Group before?" (create new contact) "May I have your first and last name please?" "May I know the name of your school please?" --- "Thank you." "May I have an active phone number please?" "Thank you for those information. How can I help you?" |
identifying concern
"What product are you calling about?"
"What web address/URL are you trying to access?"
"Do you have a registration code?"
"What error message did you receive when you tried to register/login?"
"What web address/URL are you trying to access?"
"Do you have a registration code?"
"What error message did you receive when you tried to register/login?"
empathy + PROMOTER STATEMENTS
"I do apologize for the inconvenience that you are going through right now. Don't worry though. I'll be more than happy to help you out."
"I do apologize for YOU (emphasize) having to call us about this concern but don't worry because you got me on the line. I'll make sure that your issue gets resolved as quickly as possible."
If you think that the concern is EASY:
"I do apologize for the inconvenience that you are going through right now. Don't worry. I'll make it quick and easy for you, okay?"
If customer is irate:
"I'm sorry to hear that you went through all that trouble and I do appreciate YOU (emphasize) taking the time to call us / call us back about this concern. I guarantee you though that, since you have me on the line, this issue gets taken care of." --- proceed right away to DIAGNOSTIC QUESTIONS if further clarification is needed or go directly to POSSIBLE RESOLUTIONS
If the customer babbles a lot and shows frustration: --- DO NOT INTERRUPT but whenever he/she stops to breathe (he/she will --- it'll never disappoint you hehehe), say the script below:
"I understand that this could be frustrating <or whatever his/her state at the moment> but don't worry because I know how valuable your time is. I'll make this quick and easy for you, okay?" (whenever you say something about their time being valuable, they somehow tend to stop babbling so that's the reason why you have to say how valuable their time is; AHT wise AND it shows call control. proceed directly with solving the issue)
"I do apologize for YOU (emphasize) having to call us about this concern but don't worry because you got me on the line. I'll make sure that your issue gets resolved as quickly as possible."
If you think that the concern is EASY:
"I do apologize for the inconvenience that you are going through right now. Don't worry. I'll make it quick and easy for you, okay?"
If customer is irate:
"I'm sorry to hear that you went through all that trouble and I do appreciate YOU (emphasize) taking the time to call us / call us back about this concern. I guarantee you though that, since you have me on the line, this issue gets taken care of." --- proceed right away to DIAGNOSTIC QUESTIONS if further clarification is needed or go directly to POSSIBLE RESOLUTIONS
If the customer babbles a lot and shows frustration: --- DO NOT INTERRUPT but whenever he/she stops to breathe (he/she will --- it'll never disappoint you hehehe), say the script below:
"I understand that this could be frustrating <or whatever his/her state at the moment> but don't worry because I know how valuable your time is. I'll make this quick and easy for you, okay?" (whenever you say something about their time being valuable, they somehow tend to stop babbling so that's the reason why you have to say how valuable their time is; AHT wise AND it shows call control. proceed directly with solving the issue)
hold procedure
PLACING CUSTOMER ON HOLD:
"Would it be okay for me to place you on hold for just about 2-3 minutes while I'll check on what other options we can take?" --- "Thank you."
"Would it be okay for me to place you on hold for just about 2-3 minutes while I'll check on what other options we can take?" --- "Thank you."
If YES:
"Thank you. I'll get back as soon as I can." (place on hold) |
If NO: (e.g. "Please don't put me on hold 'cause my phone's about to die (battery empty). I don't want to lose you on the line.") ***rarely happens
"That's okay. No problem. I'll be right here on the line while I check on my resources, okay? Just let me know if you have additional questions while I'm looking up options." (***place Avaya on mute or not, it's up to you) ***This has to be approved because I'm not sure how MHE's QA works. Will update you on this. |
GETTING BACK TO THE CUSTOMER:
"Thank you for patiently waiting <customer name>." --- proceed with the solution
If you placed the customer on hold for longer than what was promised (e.g. more than 3 minutes):
"Thank you for patiently waiting <customer name>. I do apologize for such a long hold." --- proceed with the solution so make sure that you have one when you get back
IF YOU NEED MORE TIME:
"Thank you for patiently waiting <customer name>. I'm still checking my resources for possible options. I got back on the line to let you know that I do need more time. I don't want you to think that I've placed you on hold forever (chuckle) so if it is okay, I'd like to place you again on hold for another 2-3 minutes. Would that be fine?" --- "Thank you." (place on hold)
"Thank you for patiently waiting <customer name>." --- proceed with the solution
If you placed the customer on hold for longer than what was promised (e.g. more than 3 minutes):
"Thank you for patiently waiting <customer name>. I do apologize for such a long hold." --- proceed with the solution so make sure that you have one when you get back
IF YOU NEED MORE TIME:
"Thank you for patiently waiting <customer name>. I'm still checking my resources for possible options. I got back on the line to let you know that I do need more time. I don't want you to think that I've placed you on hold forever (chuckle) so if it is okay, I'd like to place you again on hold for another 2-3 minutes. Would that be fine?" --- "Thank you." (place on hold)
TRANSFERRING CALLS
It is best to WARM TRANSFER calls wherein the customer has already been inconvenienced. To avoid further aggravation on the customer's part, do a WARM TRANSFER to make sure that the customer will be able to speak to a live representative once you end the call. This is what we call GOING THE EXTRA MILE. This will also help in LOWERING FIRST CALL RESOLUTION (FCR) rate.
QA recommends COLD TRANSFERS when there is a long queue; WARM TRANSFERS if not.
COLD TRANSFER:
"I do apologize, however, your concern is best handled by <name of department>. Kindly stay on the line while I transfer you over to them. You will hear a moment of silence but that is just me transferring the call over so please don't leave the line, okay?" --- "Thank you." (transfer)
WARM TRANSFER:
"I do apologize, however, you concern is best handled by <name of department>. Don't worry. I'll forward you over to the right department and I'll make sure that a live representative will be able to assist you before I transfer you over, okay? You will also hear a moment of silence but that is just me transferring the call over so please don't leave the line." --- "Thank you." (transfer)
(Once a representative is on the other line, introduce yourself)
"Hi! This is <your name> from Customer Experience Group. I have <customer name> on the other line and he/she is calling because <concern>. Just let me know whenever you're ready and I'll have him/her transferred over, okay?" --- "Thank you." (transfer customer to representative)
***OPTIONAL: "Hello <customer name>! I have <other representative's name> from <department name>. I already informed him/her what the concern is for today so I'll leave you to his/her capable hands, okay?" --- "Thank you for calling. Have a great day!"
MISROUTED CALLS: (highly recommended to do warm transfer)
"I do apologize for the inconvenience, however, you were routed to the wrong department. Your concern is best handled by <name of department>. Don't worry. I'll forward you over to the that department and I'll make sure that a live representative will be able to assist you before I transfer you over, okay?" --- "Thank you. Kindly stay on the line while I dial." (transfer)
SURVEY --- 5677048 (CSAT transfer number)
If you choose to take part in our brief survey, please remain on the line while I connect you.” --- "Thank you." (transfer to 5677048)
QA recommends COLD TRANSFERS when there is a long queue; WARM TRANSFERS if not.
COLD TRANSFER:
"I do apologize, however, your concern is best handled by <name of department>. Kindly stay on the line while I transfer you over to them. You will hear a moment of silence but that is just me transferring the call over so please don't leave the line, okay?" --- "Thank you." (transfer)
WARM TRANSFER:
"I do apologize, however, you concern is best handled by <name of department>. Don't worry. I'll forward you over to the right department and I'll make sure that a live representative will be able to assist you before I transfer you over, okay? You will also hear a moment of silence but that is just me transferring the call over so please don't leave the line." --- "Thank you." (transfer)
(Once a representative is on the other line, introduce yourself)
"Hi! This is <your name> from Customer Experience Group. I have <customer name> on the other line and he/she is calling because <concern>. Just let me know whenever you're ready and I'll have him/her transferred over, okay?" --- "Thank you." (transfer customer to representative)
***OPTIONAL: "Hello <customer name>! I have <other representative's name> from <department name>. I already informed him/her what the concern is for today so I'll leave you to his/her capable hands, okay?" --- "Thank you for calling. Have a great day!"
MISROUTED CALLS: (highly recommended to do warm transfer)
"I do apologize for the inconvenience, however, you were routed to the wrong department. Your concern is best handled by <name of department>. Don't worry. I'll forward you over to the that department and I'll make sure that a live representative will be able to assist you before I transfer you over, okay?" --- "Thank you. Kindly stay on the line while I dial." (transfer)
SURVEY --- 5677048 (CSAT transfer number)
If you choose to take part in our brief survey, please remain on the line while I connect you.” --- "Thank you." (transfer to 5677048)