LL - Health Brand Customer Service Call Script
Use the company name and your name in a friendly greeting:
"Thank you for calling (Company Name). My name is _____ ."
Obtain the customer name: "Can I have your name please?" or "Who do I have the pleasure of speaking with today?"
Developing a relationship: (don't forget to make a PEC/personal emotional connection).
"Hi _ customer name____! How are you? How can I make you smile today?"
(Determine the nature of the call. Is it Service or SALES?
- IF sales, move to SALES SCRIPT.)
- IF Customer Service ---> Move to resolve their request.
Agent: “I'm happy to help you with that!
Apologize for all loss of service immediately / acknowledge their feedback: " I'm incredibly sorry to hear (repeat their feedback)..."
Reassure that you will Resolve the issue: "Please be assured that I'm going to do all I can to help you get this resolved as quickly as possible"
Verify:
"First, let's start by looking up your order - can you please verify your name, email address, and best phone to contact you back (should we get disconnected) so I can locate your order?”
- (LOOK UP in Zoho first, then HelpScout -- (And Update their Customer Profile) - If they are not in HelpScout add them because you will need to send a follow-up email.
Give a special Thanks for Choosing our Company to all customers: "First, I want to thank you for your choosing "DELMar . We sincerely appreciate your business and are dedicated to helping our customers be successful at achieving their health goals."
Give a special thanks for being a VIP or Auto-Refill Customer: "Thanks so much for being a VIP Customer. We sincerely appreciate your business and are dedicated to helping our customers be successful at achieving their health goals"
Apologize AGAIN for all loss of service / Thanks for their feedback: " Again, I'm incredibly sorry to hear (repeat their feedback)..."
Reassure that you will Resolve the issue: "Please be assured that I'm going to do all I can to help you get this resolved as quickly as possible"
For cancel requests --->Apply the Save a Sale Script where needed: ( Save a Sale)
- Edit or Cancel Subscription and Pending Orders, Send Return Instructions if needed, Document, Notate
For return refund --->Apply the Save a Sale Script where needed: ( Save a Sale)
- Edit or Cancel Subscription and Pending Orders, Send Return Instructions if needed, Document, Notate
For Account Adjustment --->
- Adjust or edit account, Notate, Follow up by email if needed
Upsell: "I almost forgot to tell you, that we are running a great deal TODAY on our Vitamin D3, we call it sunshine in a bottle........ I can give you $5 off a bottle of Vitamin D3 - it's normally $xx, would you like to add this on?"
Summarize the call
Close the call
Next Steps:
- Confirm all order form information & place order
- Document adverse reaction or zoho complaint
- Send a follow-up email
- Make a note
- Assign the ticket / post in appropriate slack channel