章 222: Lesson No. 8
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Transfer Calls:
---> transferring call is a form of assistance.
---> never say you can't help the customer's needs.
*Transferring Call Spiels:
"I'll be happy to connect you to our credit granting department to complete your request aside from this, is there anything I could do for you?"
Two Kinds of Transfer:
(1) Cold Transfer - "Blind Transfer" (something we do not practice.)
(2) Warm Transfer - (with transferring call spiels)
How Do We Deliver Bad News To Customers:
---> Through positive positioning.
***make a negative positive
*** accentuate the positive
Note: No one desires to hear bad news.
Type of Calls (Bad News):
1. The customer's shipment is delayed.
2. The item is unavailable
3. The package is lost
4. The order is cancelled.
5. The payment is not processed.
*** *While what you say matters, how you say it is just as significant."
Sandwich Method Call Flow:
1. Apologize/Acknowledge
2. Present the bad news
3. Offer options
When presenting bad news, you have to do the following:
(-) Empathize what you can do
---> customers will feel that they are getting something.
---> Uses phrases like, "What I can do [optional process]."
---> Avoid using trigger words
***Trigger words are phrases or words that emotionally set someone off.
Sample Spiels:
(-) "I have no idea. This is not possible I can't do [service requested]. But, I can [optional process]."
(-) "I'll find out what happened. One alternative for you could be [optional process]. What I can do is [optional process]. However [possible outcome or resolution]."
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