Embedded Files
Objective: to lessen the time cx takes up on operators while explaining ‘'what’s wrong''
Could you please summarize the main problem you're encountering?
I'm happy to help, but I want to make sure we address your main concern efficiently. Could you please summarize the issue briefly?
Show empathy by saying, "I understand that this is frustrating."
Politely steer the conversation back to the main issue. For example, "I'd like to help you with that. To do so, could you please PROVIDE your booking number which starts with letter B as BOY and has 8 digits afterwards?"
Best: ask for the booking number in the introduction part of your convo
Maintain a friendly and professional tone of voice. DO NOT SOUND TIRED OR BORED
Even if the client is being overly talkative, remain calm and polite. DO NOT SAY ‘’WHY ARE YOU TELLING ME THIS INFORMATION’’
Thank the client for their cooperation and patience. DO NOT JUST MOVE TO THE CONVERSATION OR JUST LEAVE THE CALL, ALWAYS USE POLITE WORDS
For example:
You: hello, Economy Bookings, my name is Dale, could you please provide your booking number ?
Cx: Uh, which one is it?
You: The booking nr starts with a letter B for Bob and has 8 digits
Cx: Yeah found it, B……..
You: I see a car rental on …..name ... last name for ... location ……dates, could you please summarize briefly the issue you are facing?
Cx: The RC did not provide the car because I had a credit/debit card not just credit card
You: I see, sir/madam or Mr/Mrs ….lastname according to the T&C which you have agreed to while making the car rental through us - the customer must have a major credit card on the name of the main driver you can also find this information on your rental voucher which you have received from us, unfortunately in this case the rental payment is non refundable
Cx: (shows frustration and anger)
You: I understand your frustration mr/mrs, but these are the policies of renting a car, (you explain everything again politely)
IF cx gets angrier and starts arguing you say: “Mr/mrs as I have explained this is the situation with your case, unfortunately. Do you have any other questions that I could help you with?”
IF cx starts being rude to you - you say: “Dear …name I have answered all your questions regarding this case, unfortunately we cannot continue this conversation if you are disrespectful, please contact our support department via filling out a form on our website, HAVE A GOOD DAY!”.
The main point is - we need to ask the booking number, if the customer cannot be found, you have to ask from which company/website he/she made the booking, if it is the economybookings client - you can find the customer details through the telephone number or ask the name and last name.
When you find the reservation—> ask on the which name reservation and check time in booking, after that you will say →:
“Could you please summarize briefly the issue you are facing?”
If the cx does not agree with the solution which you provided and explained the policy →:
“Sir, thank you for your call and time. I apologize for the situation you are facing, but I have provided all the information which is on T&C. If you would like to get more information, you can contact our support team via filling out the form on the website. Thank you, have a nice day’’.
Mute and pause.
That’s all, you will not waste your time, you provided all the details, but the customer did not agree with this decision, you were polite and respectful.
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