Authored by: Support.com Tech Pro Team
Expert Greeting: Thank you for calling ___, my name is _____, how can I help you?
If the customer has not responded to multiple readings of your greeting within 60 seconds, clearly state that you are disconnecting the call because it appears no one is on the line and follow standard practices on closing the ticket as a ghost call.
Acknowledge & Own: Provide a statement that shows that you can relate to why the customer called in and assure them that you are there to help.
Example: Oh no! That happened to me once and I know how frustrating it is. I'm here to help!
Ensure Understanding: Paraphrase the issue back to the guest to ensure understanding.
Example: Ok Mr. Smith just so I am 100% sure I understand the issue correctly, you're having trouble getting your new Cover Girl order?
Collect Customer Info
1. Click "Customer: []" at the top of this session window
2. Enter the Customer Email, First Name, Last Name, and callback number, then click Save.
In order to track the customer's order, we need to determine which region the product was purchased in.
Follow the steps as defined here to look up the customer's order in the correct system.
Inform the customer that they cannot cancel an order once it has shipped. If the customer wishes to return the item after they have received it, follow the steps for issuing a RMA label to the customer.
Please attempt customer retention using techniques covered in training before processing a RMA request.
In order to help the customer with RMA processing, use the correct system that is associated with the brand of product they were sent. Each brand has its own system that we will use to resolve the customer's issue.
Follow standard process as defined here to issue a RMA to the customer.
Summarize the Call
Re-iterate to the customer what they contacted you about and what the resolution was, ensuring they agree the issue is resolved.
If the customer's issue could not be resolved on that call, ensure the customer understands any pertinent next steps they need to take, or that will happen, including when to expect an RMA update (if applicable).
Offer Additional Assistance
Ask the customer whether there are any other issues you can help them with.
If the customer declines the survey, thank them for calling and end the call.
Follow standard process as defined here to issue a RMA to the customer.
Follow standard process as defined here to issue a RMA to the customer.
Follow the steps as defined here to look up the customer's order in the correct system.
Follow the steps as defined here to look up the customer's order in the correct system.
In order to help the customer with incorrect purchases/product delivery issues, ask the customer which brand of product they were sent. Each brand has its own system that we will use to resolve the customer's issue.
Use the Ulta System to look up the customer's order, and process a refund or issue an RMA (if applicable)
Follow standard process as defined here to issue a refund to the customer.
Use the Cover Girl System to look up the customer's order, and process a refund or issue an RMA (if applicable)
Follow standard process as defined here to issue a refund to the customer.
Use the Other System to look up the customer's order, and process a refund or issue an RMA (if applicable)
Follow standard process as defined here to issue a refund to the customer.