LL - Inbound Phone Script, QA, WOW, FCR
How to make your phone call a WOW transaction, and provide FCR (first contact resolution).
Please include each item below. (These are the items your QA Coach Manager/Team lead will look for in every call)
1. Provide a friendly greeting - The agent thanks the customer for calling and includes the "Company Name and the agent's name:
"Thank you for calling (BRAND). My name is _____ .
2. Obtains the Customer's name: ..."and whom do I have the pleasure of speaking with today?"
3. Use the Customer Name twice during the conversation to help develop a relationship. (Once in the greeting and again in the closing is best).
"Well...Hello _(customer name)____! It's so nice to hear from you! How is your day going so far?"
4. Determine the nature of the call is it CH or SALES?
"Awesome, I'm so glad to hear that, mine is going pretty well too! --"So, How can I help you today?" (or even better, "How can I make you smile today?" )
5. Always offer to help or assist, and reassure the customer you will fix EACH issue they have.
"I'm happy to help" - "No need to worry, I'm happy to help you get this resolved"
6. Apologize for any perceived loss of service right away.
"I'm really sorry to hear about this, I can understand why you are frustrated! Please rest assured I'm going to get this fixed for you"
7. Be empathic. Tell them you understand!
"I can understand why...", "I completely get where you are coming from", "yes, I am with you on this"
for the angry customer:
"I'm so sorry that happened, I completely understand why you are upset, please rest assured, I'm going to get this fixed for you". <---this response WILL calm almost an angry customer down & Fast!
Or for the non-angry customer:
“I'm happy to help you with that, Nancy!"
8. Determine if this is a 1st-time caller or a return customer:
"Have you ordered from us before?" / "Do you have an existing order?"
9. Verify their information, Look up the record and work to resolve each single issue:
"Let me start by looking up your order - can you please verify your email address, name, and phone so I can locate your order?” -- (agent uses this to update the customer record in HelpScout/CRM and updates our records accordingly)
10. LISTEN for additional ways to make a personal emotional connection (PEC) during your call! (hint: this is how you make your WOW even better)
- For example, "....I see you live in ____xx____" or "is that your dog I hear? what kind of dog? Oh, I love dogs! lucky you to have a great dog! "
- Or the customer mentions they are going on vacation and you say "Where are you going? Oh, wow, I bet it's awesome there, lucky you!"
11. Take ownership of the call - use "I" instead of we - "I'm going to help with this", "I completely understand", "I'm so glad you let us know about this"...
12. Ask probing questions to learn more - "What's going on?", "Can you tell me more?", "What happened?", "What does it look like?", "How much have you been taking?", "Did you check your doorways and mailbox?",
IF this is a Sales Call: Moves to sales script
Closing the call:
Summarize what you did: "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 your actions) " - did I cover everything?
"Great, I'm so glad to get this fixed for you. Just so you know, I'll be sending you a follow up email so you have a record of what we discussed today.
Provide an offer of further assistance: "Is there anything else, I can assist you with?"
Show Appreciation / Value - “Thank you for joining the [company name] family! We value our customers and want to ensure that your experience is amazing.”
Thank the customer (AGAIN) by name for calling in & Brand the call:
"Thanks again for calling Nancy, we really appreciate you choosing (BRAND) on your healthy journey"
Say Good-Bye:
"Make it a healthy day - Goodbye".
Always Send a follow-up email for Customer Service calls! -- and don't forget to make a detailed note that includes your WOW conversation.
And make sure to FOLLOW through on each promise you made, or we have made as a company.