Embedded Files
Reminder: Stay professional with customers. Escalate if needed—your attitude reflects the team. Let’s lead with respect.
Prohibited based on Customer's Location or State
Prohibited based on Customer's Location or State
Description: Customer wants to place an order for an item restricted on his/her State
Tools Needed: AMS | SLC Website
Steps:
Verification Process (Customer's Name) & email address (if cx doesn't have any email address)
Acknowledge the customer's request to place an order and check if there are any restrictions or conditions associated with placing the order.
Check for errors such as "something went wrong," a white screen, or confirmation of order creation.
Inform the customer that shipping the preferred item to their state is prohibited and cannot be processed. Please refer to the list below for more details.
Offer the customer some options and ask if they can provide an alternative shipping address.
After placing the order, deliver a personalized closing spiel. If the order cannot be placed due to restrictions, please offer an apology.
Restricted States for Stun Gun & Pepper Spray
Alaska
Arizona
District of Columbia
Hawaii
Illinois
Maryland
Massachusetts
Michigan
Minnesota
New Jersey
New York
Rhode Island
Washington DC
Wisconsin
Suggested Note Template:
Reason for the call: customer wants to place an order
Action Taken: Tried processing the order but won't go through due to Shipment Restrictions-edu cust/No Sale
Suggested Scripts:
"Thank you for your interest in ordering a stun gun. While we would love to fulfill your request, we currently cannot ship this item to your address due to its classification as hazardous material (hazmat). We appreciate your understanding and would be happy to assist you in finding alternative products that can be shipped to your location."
"Is there an alternative shipping address where we can send this order?"
Error in Placing Order thru the IVR
Error in Placing Order thru the IVR
Description: Customer getting an error message when placing order through the IVR
Tools Needed: AMS | SLC Website
Steps:
Verification Process (Customer's Name) & email address (if cx doesn't have any email address)
Acknowledge the customer's request to place an order and check if there are any restrictions or conditions associated with placing the order.
Check for errors such as "something went wrong," a white screen, or confirmation of order creation.
Inform the customer that shipping the preferred item to their state is prohibited and cannot be processed. Please refer to the list below for more details.
Offer the customer some options and ask if they can provide an alternative shipping address.
After placing the order, deliver a personalized closing spiel. If the order cannot be placed due to restrictions, please offer an apology.
Suggested Note Template:
Reason for the call: customer wants to place an order
Action Taken: Tried processing the order but won't go through due to Shipment Restrictions-edu cust/No Sale
Suggested Scripts:
"I apologize for the inconvenience with your IVR order. Let me assist you further. May I please have your first and last name to check on my end?"
"Thank you for your interest in ordering a stun gun. While we would love to fulfill your request, we currently cannot ship this item to your address due to its classification as hazardous material (hazmat). We appreciate your understanding and would be happy to assist you in finding alternative products that can be shipped to your location."
"Is there an alternative shipping address where we can send this order?"
No Order Confirmation Received
No Order Confirmation Received
Description: Customer called to confirm if order
Tools Needed: AMS | SLC Website
Steps:
Verification Process (Customer's Name) & email address (if cx doesn't have any email address)
Acknowledge the customer's request to place an order and check if there are any restrictions or conditions associated with placing the order.
Check for errors such as "something went wrong," a white screen, or confirmation of order creation.
Inform the customer that shipping the preferred item to their state is prohibited and cannot be processed. Please refer to the list below for more details.
Offer the customer some options and ask if they can provide an alternative shipping address.
After placing the order, deliver a personalized closing spiel. If the order cannot be placed due to restrictions, please offer an apology.
Suggested Note Template:
Reason of call: order confirmation for the item.
Action taken: provide last item placed/no order placed/ share item restriction/ offer options
Suggested Scripts:
"I'd be happy to check your order for you. May I please have your first and last name?"
"The last order placed that I see is... (provide item description).
"Thank you for your interest in ordering a stun gun. While we would love to fulfill your request, we currently cannot ship this item to your address due to its classification as hazardous material (hazmat). We appreciate your understanding and would be happy to assist you in finding alternative products that can be shipped to your location."
"Is there an alternative shipping address where we can send this order?"
Page updated
Report abuse