Description:  Any concern about a Tamsy product purchase via Tamsy website-Without Profile

Tools Needed: AMS | SalesForce

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: Tamsy is different from Marketplace.

3. Reinforce the customer to connect with Tamsy through their email address customerservices@tamsy.com.

4. If the customer refuses to, collate the customer's details and advise that a ticket will be created for the customer to be assisted further by our back end team. Don't forget to educate about the response turn around time. 

5. Ask further assistance before delivering personalized closing spiel.

Suggested Note Template:

NOT APPLICABLE

Suggested SalesForce Template:

Case Owner: 

Reason of call: Tamsy related Issue(be specific as possible)

Action taken: cx refuses to connect with tamsy via email so created a request via SF for further assistance

case#:

(Free Flow)

Suggested Scripts:

Reinforce the customer to connect with Tamsy through their email address

"Thank you so much for bringing this to our attention however, you may connect with Tamsy directly through their email customerservices@tamsy.com for real time support and quicker resolution."

If the customer refuses to connect with Tamsy via email

"I understand your current situation. I'll go ahead and let our back end support connect with Tamsy on your behalf with your best callback time and best callback number as reference."

Explore Suggested Scripts Here