LL - Health Brand Inbound Call Greeting & Closing Script
Suggested Introduction & Greeting:
A friendly greeting that includes "Company Name and Agent's name: "Thank you for calling Sun Coast Sciences. My name is _____ .
Obtain the Customer name: "Whom do I have the pleasure of speaking with today?"
Customer says, "I"m Jimmy Jackson"
Use the Customer Name and Develop a relationship: (don't forget to make a PEC/personal emotional connection).
"Hi _(Jimmy)____! How can I make you smile today?
-- Customer presents the reason they called --
Determine the nature of call CS or SALES (the reason they called):
Determine if this is a 1st time caller or a return customer: "Have you ordered from us before?"/"Do you have an existing order?"
IF this is a Customer Service Call: “I'm happy to help you with that! Let me start by looking up your order - can you please verify your email address, name and phone, so I can locate your order?”
(LOOK UP in ZOHO, then HelpScout and Update their Record, then work to Resolve their issue)
IF it's a Sales call: Move to the sales script
Call Closing:
Summarize your call: "Before we finish up, I just want to make sure I've taken care of all your needs. This is what we've done today". (give a brief summary of the actions you took).
Make an offer of assistance: "Is there anything else, I can help with?"
Thank the customer by name again: "Great! Name, thanks again for calling in, we appreciate you choosing Del Mar Laboratories on your healthy journey" OR "Great Name! We really appreciate you choosing (COMPANY), thank you for calling in today. It's been my pleasure to assist you"
Good Bye: "Make it a healthy day - Good bye".
Next Steps:
Send your follow up email
Notate / Set tasks