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Call Flow
Call Flow
🌻When you answer each call, it is important to remember your main goal is to assist your customer to the best of your ability and always with kindness. A lot of the time, the customers are confused, anxious, etc. and they just need a friendly voice on the other end of the line to reassure them and answer their questions.
🌻Treat the customer as you would if a relative or a friend were calling.
🌻Focus on what you CAN do for the customer vs what you CAN'T.
🌻It is important to remember that everything is fixable one way or another, and you can always place the customer on hold if you need a minute to breathe, look something up, or ask for help in the Teams chat.
🌻Always remember to be kind to yourself during these calls and when in doubt, use your resources, your buddy, or our Teams chat for extra support!
Parts of a call
Parts of a call
Your call is made up of several parts, below is a breakdown of the 7 most important parts of your call.
1. Your Intro: A warm and friendly greeting, especially if they’ve been put on hold for a long period of time is the best way to establish a connection and make them feel like their call is actually important. Your intro can help set the tone of the entire call. Since customer satisfaction with kindness is the goal, you want to remember to sound pleasant and happy to help. An easy greeting to remember is "Thank you for calling Gump's my name is xx, how can I help you?"
2. Authenticate and Locate (the Call Driver) The trick to a good call is to make the customer feel heard and appreciated while moving them through the steps of the call as efficiently as possible. At this stage of the call, you have verified who you're speaking with and then move on to identify the driver of the call in order to figure out what to do next. Why is the customer calling?
3. Empathy & Compassion: The challenge for customer service agents is to resolve calls as quickly as possible while making the customer feel heard and valued, and definitely not like they’re being rushed through a script! After you've identified the call driver, the next step in the call flow is to acknowledge the customer’s issue, express sympathy, and offer to help resolve the issue to the best of your ability
4. Transition: The transition is a critical point in the call flow. While we love to engage with our customers and hear everything they have to say and listen to their stories, it is important to keep the conversation on track and steer the customer in the right direction once they have identified the call driver. The best way to do this is to try to politely get back on topic when there is a break in the conversation.
5. Troubleshooting: The troubleshooting section of your call flow will probably be the most technical and detailed sector. This includes providing instructions to help customers resolve issues themselves if appropriate, knowing when to escalate specific issues, and creating tickets that require more expertise from Tier 2 and or a manager.
If there are problems that the customer service rep can’t answer or resolve on their own during the call, try to take down as much information as you can regarding the call and their issue, and think about the most direct and uncomplicated way to inform the customer about next steps and what they can expect after you hang up.
6. Recap the call: At the end of the call, the agent should wrap things up by restating the purpose of the call, outlining the resolution and outcome of the call, and asking the customer if they have more questions before the phone call is complete.
7. Finish strong: Once the caller has obtained their objective, it’s important to end the call with a good impression of the company. A simple thank you and reiteration of the company’s values and dedication to customer satisfaction is the final piece of the call flow puzzle. You want the customer to feel confident they are being taken care of when the call ends.
⭐It is extremely important to remember that we cannot please everyone! Some customers will be escalated because they want to be, or they are unhappy because they did not get the resolution they wanted... While we have the power to change that outcome with some people, it will not work for everyone, and that's okay! Your last call should not define your next call.
*⭐Note: Active listeners avoid interrupting at all costs, summarize and repeat back what they have heard, and observe tones, demeanor, and pauses to obtain an extra level of understanding.*
⭐Tip: Customers sometimes like to ask if we need a catalog number, we don't use those. Politely decline and let them know that you just need the number of the item they’re interested in
Placing an Order in Shopify
Placing an Order in Shopify
When you are at the "Create Order" screen, ask the customer for the Item/SKU number - (If the customer is unsure, you can ask them for the name of the item and check the website/catalog for them and get the SKU that way)
This 6-digit number should be entered in the Search Product section. When the desired item shows on the screen, you may edit the quantity, and then click ADD for it to be added to your order. Enter the next item until the customer is done shopping. **If inventory pops up as low in Shopify, (under 20) it's good to check NetSuite. If an item is on backorder, see the backorder portion of training below*
After all items have been added to the cart, ask for their First and Last name. If an email comes up, you can ask the customer to confirm if that is their email address, If not, create a New Customer. **NOTE: If you receive an error that the customer’s email already exists, copy the email, click out of the shipping info, paste the email address in the customer search box, and select the customer **This will auto-fill the shipping and billing so confirm with the customer that the shipping and billing address is correct.**
When creating a new customer, you are gathering the billing information first. If a customer mentions the order is for someone else, let them know that you need to collect THEIR information before you collect the gift recipient's info. Gathering and entering the billing information first makes the rest of the order process more simple.
Ask for an email address - This is NOT required, but do mention to the customer that it is used for sending the order confirmation and tracking info
When a customer gives their billing address and you are done filling that out, it is time to move on to the shipping address. Ask the customer if the shipping address is the same as the billing or if it is going somewhere else.
If the Shipping address is different, click on ellipses (3 dots … next to the word Customer in that same shipping address area and select "Edit Shipping Address"
Confirm both addresses are correct with the customer. You can go back into the ellipses ( …) >Edit whichever address needs the edit> There is a drop-down where you can select any address that was previously saved. Or you can manually type in any edits you need.
Ask if the customer needs expedited shipping or standard **Note: NOT ALL ORDER QUALIFY FOR EXPEDITED If an order does not qualify for any other type of shipping other than what is listed, we cannot change that. Please view the "Shipping Info" Tab for more details
Collect payment. Sometimes customers will just start reading off their CC info. It is okay to politely interrupt and let them know they are going too fast or you need them to repeat something
If billing and shipping address are the same click "Same As Shipping" box
Charge the customer's card
After you are back at the order page, click View Order at the top.
Always ask the customer if they want to write down their order number. The order number is at the top left (The order number is also emailed to the customer if their email address is on file)
⭐Here is a video tutorial on how to place an order. We each have our own way and flow of doing things, but as long as we all end up at the same finish line, that is all that matters!
Create an Order.webmCall Tickets
Call Tickets
After you take a call, a ZD ticket will be auto-created with the caller's information, the length of the call, and a voice recording of the call.
The thing we want to focus on is making a quick note on our call ticket giving a brief summary about what we did on that call. You only have a short amount of time, so just a brief "placed order for customer" is all that's needed. Below is a video on what to do with your Call Ticket.
Call Ticket Process.webm Backordered Items
Backordered Items
Sometimes a customer will want to place an order for an item that is on Backorder. This means they are willing to wait for the item to come back in stock and get put on a "waitlist" so to speak. BO orders are shipped out on a first come first serve basis.
For example, let's say our Double Leather Wine Carrier is on back order until 07/25/24 and a customer placed an order for that carrier back on 02/15/24 and another customer placed an order for the same carrier on 06/18/24. The customer who purchased on 02/15 will get theirs first.
Of course, we are human and hiccups do happen, and there are rare occurrences where the latter customer will get theirs first instead. If this happens, we will need to apologize and fix the issue to the best of our ability.
Notifying Customers About BO Items
Notifying Customers About BO Items
Customers will call in to place an order for a back-ordered item or ask for an update regarding their order. The BO date/ETA dates can be found in the backorder report or in Netsuite. (More info can be found in the Netsuite and Backorder Report pages under the "Programs" drop list)
The date is also mentioned on the website. Sometimes customers can be a little escalated about not seeing the date or wondering why they were not notified. If the order was placed by them online, you can gently remind them that the date is noted on the item's product page on our website, as well as the fact that we do send out notifications as promptly as we can.
Placing An Order For A BO Item
Placing An Order For A BO Item
When placing an order for a back-ordered item in Shopify, you must advise the customer of the BO date/ETA. Once you have communicated ETA's to the customer, please reiterate that the order must be paid in full at the time the order is placed. Most customers have no issues with this, however, others may be taken by surprise as some other companies do not charge until the item has shipped out.
You can kindly explain that our policy is to charge at the time the order is placed and that we do have a very lenient cancelation policy while the item is on backorder. Customers may cancel at any point and time for a full refund while the order is on backorder and the fulfillment process has not started. You will create a ticket for this.
When a customer wants to place an order for a backorder item, the process is the same as a normal, in-stock order. You will notice, however, that when you enter the product into the product search box, you will see a negative quantity. This is a very good indicator that the item is on BO. Once you see this, you will want to head over to Netsuite and check the ETA.
*NOTE: Please see the Netsuite page under the "Programs" tab or click the highlighted link to view how to look up a BO item in NetSuite*
Lead Times
Lead Times
Lead times are a little different than BO dates. Lead times are given when the item is being put together by us or one of our vendors. This is usually the case with floral arrangements and jewelry. It is important to let the customer know about lead times when placing an order the same way you would if the item was on BO. Lead times are usually a general timeframe like "2-4 weeks"
It is also important to note that these items usually do not qualify for expedited or next-day shipping and will say so next to the lead time. This will be sent with standard shipping once the item is ready.
You can let the customer know that they will receive an email notification once the order is ready and some tracking information to follow.
Abandoned Check Outs and Draft Orders
Abandoned Check Outs and Draft Orders
When you're placing an order with a customer, sometimes they may need to leave the call during the ordering process. The reasons can vary, ie: The customer needs to check with their bank, the customer has had something urgent come up during the call, the customer needs to check with others before buying, etc. Whatever the case may be, we want to reassure the customer that when they call back, they can pick up right where they left off and it does not necessarily need to be with the same agent. This will alleviate some stress for the customers because they will not have to repeat themselves when they call back. This is especially handy during the holidays when customers may have a big order they want to place.
When the ordering process gets interrupted and the order is not completed, Shopify creates a Draft Order# is generated. You can give this Draft number to the customer to reference when they call us back. The Draft Orders live in Shopify under the Orders section.
When a customer calls in and tells you they were working with an agent to place an order but did not finish, you can kindly ask them if they were given a Draft Order number. This number will always begin with #D followed by 5 digits.
These orders can then be continued as usual and will then be converted to an Active or Live order that we are used to seeing once you complete the checkout as normal. Please view the video below to see how to search for and convert an Abandoned or draft order into an active order
Draft Order Vid.webmAdding To An Existing Order
Adding To An Existing Order
When a customer requests something to be changed on an order requests an ETA, wants to add a gift box, or anything that requires a change to their order after the order has been placed, you will always create a ticket for T2 (Admin) who will look into the request and contact the customer.
Customer Payment Methods
Customer Payment Methods
There are two ways a customer can pay when collecting payment for the order. Typically, most orders will be paid by debit/credit card over the phone, but we will occasionally have a customer who wants to pay by a physical check.
When this happens, you will create a draft order and provide the #Draft number to the customer so they can put it in their Memo section of the check, as well as the total. You can give them the address to mail their check which is our store in SF
Gump's
250 Post Street
San Francisco, CA 94108
Once we receive their check at our store, a store associate will process the order as normal.
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