. . .

Transfer Calls:

---> transferring call is a form of a.s.sistance .

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---> never say you can't help the customer's needs .

*Transferring Call Spiels:

"I'll be happy to connect you to our credit granting department to complete your request aside from this, is there anything I could do for you?"

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Two Kinds of Transfer:

(1) Cold Transfer - "Blind Transfer" (something we do not practice . )

(2) Warm Transfer - (with transferring call spiels)

How Do We Deliver Bad News To Customers:

---> Through positive positioning .

***make a negative positive

*** accentuate the positive

Note: No one desires to hear bad news .

Type of Calls (Bad News):

1 . The customer's s.h.i.+pment is delayed .

2 . The item is unavailable

3 . The package is lost

4 . The order is cancelled .

5 . The payment is not processed .

*** *While what you say matters, how you say it is just as significant . "

Sandwich Method Call Flow:

1 . Apologize/Acknowledge

2 . Present the bad news

3 . Offer options

When presenting bad news, you have to do the following:

(-) Empathize what you can do

---> customers will feel that they are getting something .

---> Uses phrases like, "What I can do [optional process] . "

---> Avoid using trigger words

***Trigger words are phrases or words that emotionally set someone off .

Sample Spiels:

(-) "I have no idea . This is not possible I can't do [service requested] . But, I can [optional process] . "

(-) "I'll find out what happened . One alternative for you could be [optional process] . What I can do is [optional process] . However [possible outcome or resolution] . "

. . .

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