PROCEDURES:
Update as of 28 JUL 2023
We have a new guideline for transferring calls to CSM, and we kindly ask for everyone's cooperation in following these steps:
Ensure all customer service questions are fully addressed before initiating the transfer.
After verifying the customer's needs, send a message to Chester (CSM Lead) and Michelle (CSM POC) using the FOR CSM SALES ENDORSEMENT group chat in Viber.
Include the customer's name, email, and the specific unit or filter they are purchasing.
Wait for an acknowledgment from Chester/Michelle before proceeding with the transfer.
Please DO NOT pause the recording during the call transfer.
Perform a cold transfer of the call to ensure a smooth handover to CSM.
When assisting customers who are unable to complete online payments and opt for phone payments instead, it is important to follow this important guideline:
Please ensure to PAUSE the recording for calls that involve payments over the phone.
Your adherence to this updated process will greatly enhance our customer support and streamline communication with our CSM team.