Demonstrate willingness to assist the customer and empathy
What are the expectation we have to provide to the customer when they call for an unknown charge and after checking the receipt with them, they don't recognized it? And from which Knowledge article we have to handle the information?
Advise the caller they should contact their bank or credit card company to dispute the charge.
Knowledge Article: Customer Relations- Credit Debit Charges & Refunds
True!
1. I'll be more than happy to help you with a supervisor, can you provide me the best call back number in case the call drops i can call you back.
2. With who I have the pleasure to speak with?
3. supervisor of which department will you need? Ex: extra care, Customer relation pharmacy, cvs.com?
Advise the caller you are sending the information you collected to the research team and then can expect a follow up call within 10 business days.
Knowledge article: Customer relations- Non cvs prepaid gift cards.
Customer Relations- Cvs Gift cards
True!
False! Because first we have to demonstrate willingness to assist and ownership of the call and the case, showing customer that we could handle it and after escalating provide the appropriate expectation base on the case
The notes and the coding
What information or documents we have to follow to set the correct expectations to the consumer?
Knowledge Article
What is the key while providing the expectation of the case to the customer?
Provide the information with confidence
False! Because we are not demonstrating active listening and we are making repeat information they already provide to us.
Let know the customer the complaint she placed previously was already sent to the district leader so he can handle it and manage this doesn't happen anymore in the store with any other customer or you, from cvs we always look there's always an excellent customer service
Let them know we can escalate the case, just to help us confirming if they have the receipt to provide us the transaction information and escalated so they can start working in case the information provided is accurate, because from our side unfortunately we can't verify the receipt on the system but by receiving the information from them we can follow the process.
ROLE PLAY TIME!!!!
Customer: I want to speak with a manager!
Okay I'll help you out reaching a supervisor, before contacting it can you please provide me the best call back number in case the call drops I can call you back?
With who I have the pleasure to speak with? And a supervisor of what department would you like to speak with to communicate you with the correct one? Depending on the answer ask them if they can provide more insights about the case to help them out faster and better, due I'm willing to help you resolve the issue. In case Team member can assist Reassure we’re as well able to help in the case.
What are the expectation to provide a customer after placing a staff complaint? and based on which knowledge article we follow?
Based on the knowledge article "Customer Relations-Staff Feedback
Let know the customer we take this type of concerns very seriously. I hope that by speaking with me today you feel assured that your concern is being addressed. Your complaint was already placed and sent to the district leader so he can handle it and manage this doesn't happen anymore in the store with any other customer or you, from cvs we always look there's always an excellent customer service
What can help us make feel the customer they are talking with the right person
FYI Field leadership the information is just sent to the district leader so he can noted and work with his team if there's something to improve or receiving a compliment, customer won't received a callback.
Transfer field leadership the leadership will receive the information of the case and will make a follow by a call back to the customer.