Description:  Customer provided any positive comments or feedback. It could be for a previous representative, product review, or any SLC services. 

Tools Needed: AMS

Steps: 

• #PD (Exact Statement excluding curse words)

• Invoice number, order number, Item number

• Item Brand:

• Reason of the call:

• Action taken:

Suggested Note Template:

# PF: (cx statement)   (Free Flow)

Suggested Scripts:

Email Address confirmation (if customer doesn't have an email address)

"Could you please provide an email address for us to send order confirmations and updates? Thank you!"

Acknowledgment positive comment

"Mr. Customer, we greatly appreciate your positive feedback. Thank you for being a valued customer."

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Description:  Customer provided negative feedback or complaints

Tools Needed: AMS

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Acknowledge the customer's negative complaints /feedback with an apology statement followed by an assurance statement.

3. Create separate documentation with the #PD: (cx statement) template.

4. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

• #PD (Exact Statement excluding curse words)

• Invoice number, order number, Item number

• Item Brand:

• Reason of the call:

• Action taken:

Suggested Scripts:

Email Address confirmation (if customer doesn't have an email address)

"Could you please provide an email address for us to send order confirmations and updates? Thank you!"

Acknowledgment statement with an apology

"Mr. Customer I understand the impact this had on your experience and I apologize for the disappointments or (mention the specific complaint if there's any). I am committed to providing a swift resolution so let me document everything under Voice of the customer's feedback."

"Mr. Customer your satisfaction is crucial to us and we appreciate you taking the time to work with us about your complaints or (mention the specific complaint if there's any). Let me work diligently by putting this under the voice of the customer's feedback for the issue to be resolved promptly.

Explore Suggested Scripts Here

Description:  From Negative experience to positive Feedback- where the customer was so devastated about something but was happy after the agent resolved the concern.

Tools Needed: AMS

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Acknowledge the customer's negative complaints/feedback with an apology statement followed by an assurance statement.

3. Deescalate the issue and provide resolution.

4. Once the issue is resolved and the cx is pleased and showed satisfaction about the service, create separate documentation with the #PP: (cx statement and your resolution) template.

5. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

• #PD (Exact Statement excluding curse words)

• Invoice number, order number, Item number

• Item Brand:

• Reason of the call:

• Action taken:

Suggested Scripts:

Email Address confirmation (if customer doesn't have an email address)

"Could you please provide an email address for us to send order confirmations and updates? Thank you!"

Acknowledgment statement with an apology

"Mr. Customer I understand the impact this had on your experience and I apologize for the disappointments or (mention the specific complaint if there's any). I am committed to providing a swift resolution so let me document everything under Voice of the customer's feedback."

"Mr. Customer your satisfaction is crucial to us and we appreciate you taking the time to work with us about your complaints or (mention the specific complaint if there's any). Let me work diligently by putting this under the voice of the customer's feedback for the issue to be resolved promptly.

Explore Suggested Scripts Here