LL - Health Brand Outbound Service Call Script

What should you say when making a return call?

What you say depends largely on the customer's request, but here are some guidelines to follow. Whether you speak with the person who leaves a voicemail, here are the things you should include.

Call Opening - Greeting 

When they answer: 

Identify yourself and the company first - 

• "Hi, this is Lori from (BRAND), May I speak to (CUSTOMER NAME)? "
• ask them if it is a good time to talk. 
• Remember, to inform them that the call may be recorded for quality or training purposes -- if that is ok? 
• if it is OK - Move to resolve their request.
• If it is not OK - set a time to call back or suggest you send a resolution by email. 

Example: "HI This is (Name) from (BRAND) I'm calling for (CUSTOMER NAME) in regards to (your ORDER) is this a good time? "

Customer - Hi This is (NAME) YES it is a good time.

YOU - Great!! Before we talk about your order, I just want to let you know that our call may be recorded for quality or training purposes -- if that is ok? 

• If they say yes - move on to resolve their request.
• If they oppose, then you would suggest we handle their resolution by email because you are unable to turn the recording off. 

FYI - if they don't answer and you leave a voicemail you do not have to tell them the call may be recorded.

Address the Actions Items

Clearly explain the reason for the call -  "I'm calling because xxxxxxx"

• Take action to resolve the issue

Do a Call Wrap up - provide a brief summary of the actions you're taking to resolve the issue

"Ok, I have you all taken care of - this is what I've done (or will do) ______"

Provide an additional offer of Assistance - Is there anything else I can assist you with? 

• (IF SO TAKE ACTION) 
• IF NOT  move to close

Call Closing

Call the customer by name again & thank them and brand the call - 

"NAME, thank you for taking my call today, it's been a pleasure speaking with you. I really appreciate you giving (BRAND) a try. You have an awesome day!"

Leaving a voicemail? 

**(if you are leaving a VM you do not need to state that the call will be recorded)** Identify yourself and our company:  "Hi, this is Lori with Sun Coast Sciences."Who are you calling for?  "This is a message for (CUSTOMER NAME)" Why are you calling?  "I'm returning your "call" or "I received your email" about (XXXXX <------customer request)"What did you to do resolve the request?  "I just wanted to let you know that I "canceled your order" and I've sent you return instructions via email."Is there anything else the customer needs to do?  "all you need to do, is access the return instructions in the email I've sent you and send back the unopened bottles you no longer need". Inform the customer that you will send an email:  "As I mentioned I've also sent you an email outlining all of this"Leave your contact information:  "if you have any questions feel free to give us a call back at (NUMBER) or just reply to my email" 

Friendly Closing: " Thanks again for choosing Sun Coast Sciences (CUSTOMER NAME). Have a great day! "