Product and Service Knowledge
This is the first step when a customer has questions about a product.
What is "providing product information"?
This is the primary goal when a customer has a complaint.
What is "resolving the issue to the customer's satisfaction"?
This is the action a CSR takes when a customer calls to make a purchase over the phone.
What is "placing an order"?
This system is used to record details of each customer interaction.
What is "a customer relationship management (CRM) system"?
When a customer requests confidential information, CSRs must refer to this type of policy.
What is "privacy or confidentiality policy"?
Customers may ask about these two details to determine if an item meets their needs.
What are "features and specifications"?
When a CSR cannot immediately solve a customer’s complaint, they should respond with this phrase.
What is "I will look into this and get back to you as soon as possible"?
Or similar at teacher discression
When a customer returns a product, a CSR should do this to process it.
What is "initiate the return or exchange process"?
CSRs often record both positive and negative comments for this purpose.
What is "to improve products and services"?
If a customer requests something outside policy limits, a CSR should do this.
What is "escalate the issue to a supervisor"?
This is what a CSR might recommend if a customer is looking for a similar product at a lower price.
What is "an alternative or comparable product"?
If a customer is upset about a defective product, the CSR might offer this as a solution.
What is "a replacement or refund"?
If an order has been delayed, CSRs might do this to reassure the customer.
What is "provide an updated delivery status or tracking information"?
When analysing feedback, CSRs look for these repeated comments.
These are two typical actions when CSRs escalate a case.
What are "transfer the call or document the issue for further review"?
When customers ask about delivery times, CSRs should provide information on this.
What is "estimated delivery date or shipping times"?
When a customer’s complaint is related to poor service, CSRs should address it with these two qualities.
What are "empathy and understanding"?
This step is required to verify customer payment and confirm the purchase.
What is "process the payment"?
Customer feedback often falls into these two main types.
What are "complaints and compliments"?
This policy might apply if a customer tries to return a product after the allowed return period.
What is "return policy or timeframe"?
CSRs need to know about these two types of policies to answer customer questions about returns.
What are "refund and exchange policies"?
This is what a CSR should do if they cannot provide the solution the customer wants.
What is "escalate the issue to a supervisor or manager"?
When a customer needs a duplicate receipt, CSRs can offer to do this.
What is "send a copy by email or reprint it"?
After a conversation, CSRs must document interactions to ensure these are met.
What are "accurate records and future reference needs"?
Escalations are generally reserved for these two types of issues.
What are "complex or unresolved problems"?