Phone Call Flow
· Call Comes in
· Within 25 seconds of the call being served to the agent we want to greet the customer with the standard phone greeting.
o “Thank you for calling Brooks Brothers. My name is….”
· Agent will confirm the customer UID, their name, and email address, as well as workgroup.
· Once verification is done, if the customer has not advised why they are contacting, request reason for contact.
o “Thank you for providing that information for me. How may I help you today?”
· Once customer verifies reason for contact.
o Agent should acknowledge.
“I would be happy to look into if you can change your kit at this time.”
o Agent should set expectation of timeframe for research.
Agent will only put customer on hold if extensive research is needed. Otherwise agent will stay on the line with the customer and either converse or walk through their process. (No internal jargon)
o Agent will do research and provide answer to question.
If the research is taking longer than expected and the customer is on a hold, check back with customer to let t hem know you are still working on it.
· This is advised to check back every 3 minutes.
o Once answer has been provided.
Agent will then ask if there is anything else needed.
· “Is there anything else I may help you with today.”
If nothing else
· Agent will provide the standard closing
Thank you for calling Brooks Brothers. Have a Great Day!
· Agent will enter manual notes
o Reason customer contacted
o How we helped
o Education provided/resolution
· Choose topics
· Double check all information in contact card is updated/correct
· close conversation.