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Chapter 190: 190
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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?"
Advertis.e.m.e.nt
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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