Voice Scripting :
Inbound Phone Script
“Thank you for calling Brooks Brothers. My name is _____.”
Closing for Phone Script
“Thank you again for calling Brooks Brothers. I hope you have a great rest of your day.”
Outbound Phone Script
“This is {insert name} calling from Brooks Brothers. This call is being recorded for Quality and Training purposes.”
Closing Outbound Phone Script
“Thank you for being a part of Brooks Brothers.”
Or
“Thanks for allowing me to assist you today. Again, my name is___, and thank you for calling Brooks Brothers. Enjoy the rest of your day.”
*** GUIDE for IRATE CUSTOMERS ***
______________________________________________________________
" It’s important to note that just because a customer is swearing,
they may not be swearing at you. They may just be using those
words to emphasize their frustration. When they are using cuss
words, but they are not directed at you, that is NOT considered
abusive language, and it is not our job to correct the customer's
way of speaking. "
____________________________________________________
Follow the scripting and actions below:
Scripting for 1st incident:
“I am sorry that you are frustrated. I want to help you and get this resolved. We never want to be the reason you are upset. We do ask that we conduct this conversation in a professional manner, and I am going to ask you to please refrain from that language.”
1st incident actions:
At this point, it is recommended to reach out to a member of leadership or a member of an escalations team to advise of the customer you are currently dealing with. Then advise that you have provided the 1st warning to them. This will prepare the leadership/escalation team to prepare for the potential transfer.
Scripting for 2nd incident:
“Your frustration is valid, and we are so sorry that it has reached this point. I want you to know that you have reached someone that wants to help. I do ask that we conduct this conversation in a professional manner, I am again going to ask for you to please refrain from that language. If we cannot conduct this conversation in a professional manner, then I will transfer you to a member of my leadership.”
2nd incident actions:
Reach out to a member of leadership/escalation team to advise that the 2nd warning has been provided to the customer. Then provide them with the link to the conversation in Gladly. Please, also provide a summary of the issue and the actions that you have attempted to get this resolved.
Scripting for 3rd incident of abusive language:
“I have requested to conduct this conversation professionally. I understand that right now you are frustrated. I have made my leadership aware of our conversation and have asked them to take over at this point. Please hold while I get them on the line.”
3rd incident action:
Warm transfer (never cold transfer) and speak to the person that will be taking the call over. Advise of the actions attempted to help resolve the issue.
POINTERS :
When a customer starts to get escalated and is using verbiage that comes off as attacking or abusive, you will want to follow these simple steps to help you:
Take a deep breath (use the mute button when you exhale).
Open a note in Gladly to be sure to summarize the reason the customer is calling and why they are upset.
DO NOT put personal feelings in your notes about the caller. Keep it black and white as to why the customer is calling, and how you are attempting to assist them. You can state that abusive language was used and that the caller was transferred.
Keep your tone as even and calm as possible.
Do not instigate the customer.
Do not interrupt the customer.
Do not repeat “ma’am” or “sir” repeatedly to get their attention while they are talking.
When they use abusive language, you will provide them with 2 warnings prior to transferring them to a member of leadership or an escalation team.
a. When you state these warnings, or even use the scripting for the 3rd incident response, it’s essential to have control over your tone and to keep it even. DO NOT allow your frustration to take over, nor do we want to use an overly enthusiastic/friendly tone as this can come off as fake and passive-aggressive.