Crazy Chick's Thoughts
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190 Lesson No. 8
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Crazy Chick's Thoughts
Author :kathy_uykiat
© Webnovel

190 Lesson No. 8

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Transfer Calls:


---> transferring call is a form of assistance.


---> 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?"


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 shipment 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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