Scripting
What do you mean I can't cancel my order? I JUST placed it!
Our warehouse works quickly to get orders out the same day they're placed. I'm happy to place a new order for you.
I'm pretty sure I ordered a pallet truck about 4 years ago, can you tell me what it was?
Comment: ability to see order history from 4 years ago.
"I need a COC for this item." Do you enter a PQ?
No. Unless they need specific information unavailable to you, send a generic COC.
What's my credit limit?
I'm happy to transfer you to our Credit Team to assist.
My order was 32 days ago, you really can't send me a freebie?
No. Educate customer on freebie policy.
Why am I forced to pay for overnight shipping? I'm fine to wait a week if it's cheaper!
Our shipping is based on size, weight, and distance. The reason why there aren't options for a longer shipping time is because standard delivery already gets them there overnight by default.
(BONUS)
What's your comment?
I've asked you over and over again to cancel my catalog and you keep sending them. It's a beautiful catalog, but I NEED them to stop!!
Two Comments!
1. Testimonial about catalog.
2. Escalated circulation request
I need the ingredient list for this product.
No. The full ingredient list is proprietary, ask if they need to know about a specific ingredient. You can submit a PQ for a specific question.
You're not able to cancel an order, they say "well if you can't help me, get me someone who can!"
Transfer to manager. When they insist on speaking to someone else, or someone above you, it's an implied manager request.
You're unable to add to a customer's order. They're extremely upset. What do you do?
If a customer is upset or threatening to cancel an order, you can send the additional items free freight.
I'm looking to speak with someone about a specific product, is there a technician or production team I can speak with?
I'm happy to help you with that. All of our Customer Service reps have access to product information for all of our items.
(BONUS)
What two teams (not helpline) can assist you with product questions?
What are the zero dollar items under the workbench on my quote? Can you resend it without those?
Educate customer on kit items.
Comment: Customer confused by kit items/requesting quote without kit items.
"I need a manufacturer spec sheet for these 5 products."
How many PQs do you enter?
One. List all model numbers below.
"I submitted my tax documents yesterday and my account hasn't been updated!"
Transfer to Tax?
No. Advise customer their account will be updated sometime today. If it's not updated by tomorrow, call back.
A customer is upset about the pick up fee. Says in the past we've given them 20% off shipping. Wants to know if we can give them a discount again.
No. Our empowerment doesn't apply to pick up fees.
How come no one ever told me about the free items??
Our free offers are advertised online and in our catalogs, I apologize if you weren't aware of them before. As a courtesy, were able to honor them for any of your orders placed within the last 30 days.
Why do I need to buy a minimum of 12 of each color? Can't I get one of each to add up to 12?
Comment! Enter a comment for a "variety pack" of the item.
A customer needs a new power source for their product. The parts list has a "power box" and a "power control" listed. You and the customer are both unable to determine the correct one.
Submit a PQ. They can look into the parts and determine the correct replacement.
A customer is calling about their late order. You see from the trace notes that the trace has already been closed. They tell you they've already been speaking with them and want to be transferred over because the issue isn't resolved.
Don't transfer. Enter a new trace.
I just missed the tape sale last week. The flyer only came today! Can you give me the sale price?
Yes, promotions can be honored up to two weeks after.
(BONUS)
What promotion is the only exception?
Your company is run by a bunch of crooks and com artists. How can you live with yourself working there?
I'm not able to comment on the political beliefs of our owners, but I'm happy to record your feedback. All customer comments are reviewed by management. Is there anything else I can help you with?
I paid for inside delivery and the carrier made us unload the vehicle ourselves. I want my money back.
Comment and credit for service not provided.
What is the distance between screw holes? I need to make sure it fits my umbrella.
No PQ. You can't submit a PQ to check compatibility with a non Uline product.
(BONUS)
Is there a comment here?
I recently received a tax credit. Can you send me a copy?
Only the Tax Department can send copies of tax credits. (Don't ask me why).
A customer calls about a year old order. It was $100 worth of boxes with a $56 shipping charge. They say all the boxes were defective and they threw them all out. What do you do?
Unable to process a return, but as a courtesy you can refund the shipping cost.