Phone Spiel

OPENING

Thank you for calling 23andMe. This is Veniece, how can I help you?

Callback request: Hi my name is Veniece calling you back from 23andMe. Before I proceed with the call, I would like to let you know that this call is recorded for Quality and Training purposes. How can I help you today?

Callback request, customer not available Voicemail script: Hello, this is 23andMe Customer Care returning your call back request. Since we weren’t able to reach you, you can call us back at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 7pm Pacific Time, and Saturday from 8am to 4pm Pacific Time. Goodbye.

Escalate to: T1AO Reason: No longer have access to old email address Old Email address:
Name: DOB: New Email address:

ACKNOWLEDGEMENT/ PROCESS (ORDER)

• I understand that you are calling regarding with your order.

• I understand that you would like an update regarding your sample status.

• I understand that you have mailed your kit before registering the kit barcode.

• Let me help you.

• Can I have your order number please?

• (May I know where did you purchased your kit?)

• Can you also provide me your order email address please?

• How about your shipping address?

• How about your phone number?

• I'm unable to locate your information in my end, do you have alternate email address?

(cx says why your asking too much information?)

• To protect customer's data for privacy purposes, I need to verify these order details before I can disclose any information regarding with the order.

(Registration Walkthrough)

(cx can't confirm 3 order details)

• Since we can't verify the order details based on the information you provided, I will send a follow up email, you will just need to give additional details that I need to proceed with the inquiry.

• I'll send a follow up email regarding this, all you have to do is to confirm. I have already received your confirmation, I'll put you on-hold for a minute or 2. to process (request)

ORDER DETAILS:

• Sample barcode
• Order ID
• Order email address
• Last 4 digits of credit card
• Shipping address
• Billing address (if different)
• Phone number listed on the order

PUTTING CX ON-HOLD

I'll investigate further regarding with this, for now I will just place this call on-hold for a minute or 2. Is it okay?

Thank you for patiently waiting, upon review, (investigation)

Due to the sensitive nature of our services, we have specific procedures in place to protect our customers’ privacy.

We are only able to provide sample specific information to the email address associated with the 23andMe account and/or order associated with the sample.

ACKNOWLEDGEMENT/ PROCESS (ACCOUNT)

• I'm sorry to hear that you have difficulty accessing your 23andMe account,

• I understand that you would like to gain access to your account.

• I apologize for any confusion and I'm willing to clarify things for you.

• To proceed, can I have your first and last name please? (confirm)

• Can you also provide your birth date? (confirm)

• In any chance, do you remember your email address associated with your 23andMe account? (confirm)

• Also, I need to have your active email address (confirm)

• For awhile (cx name), let me go ahead and check your information here

• Do you have an access now to your computer or mobile app? (If so)

• Can you please log in to your account?

• (if already log in) Can you please log out and log back in to your account?

• To assist you further, I need you to log in to your 23andMe account.

• To protect customer's data for privacy purposes.

(Registration Walkthrough)

ADDITIONAL INFORMATION:

• Alternate email addresses
• Sample Barcode
• Order ID
• Shipping address
• Phone number listed on the order or account

ESCALATE TO T1AO

*Since this concern is out of my scope,

{In this case} I'll transfer your concern to our specialized team, however they are only available via email. To set your expectations, due to high volume of inquiries, they will be sending a follow-up email directly in your active email address for about 1-2 weeks.

PUTTING CX ON-HOLD

I'll investigate further regarding with this, for now I will just put you on-hold for a minute or 2.

Thank you for patiently waiting, upon review, (investigation)

CLOSING

Is there anything else I can help with?

*By the way, maybe you will received a survey via email. Your feedback will be highly appreciated.

okay then, Thank you for calling 23andMe, have a great day, bye for now

PASSWORD RESET IN ADMIN

can you try to check your email inbox, you should receive an email titled 23andme reset password

macro: ADD note

Reason for escalation: Email address: Caller Name: ID verification steps taken: cx Name cx birthdate cx old email cx new email Notes on call:

5 levels of listening

• Pretending
• Ignoring
• Selective
• Active
• Empathetic

Probing Questions

• open questions give information
• probing questions allow you to find out the reasons and emotions
• closed questions give confirmation

Clarifying the Situation

1. "I am sorry, please would you repeat that as I didn't quite hear you I am afraid."
2. "I am sorry, I didn't quite catch that,"

Call Control

• Always watch your tone
• Do not interrupt or speak over the customer
• Have a positive attitude

Empathy is as Important as Reassurance "I understand why you're upset, it doesn't sound like you've had a great experience."

Reassuring the Customer

1. Thank you very much for alerting us about this.
2. We will help you get this issue resolved.
3. I appreciate you bringing this to our attention, we hope to resolve this as soon as possible.

Be Yourself, Be Authentic

Apologizing Carefully Apologize Be AUTHENTIC - Over apologizing can sound disingenuous, fake, or even robotic. AVOID "non-apologies"

Know What You are Apologizing for

• I'm sorry didn't receive your kit.
• That you are having trouble logging in to your account
• That your account was locked

Take Ownership of Situation & Solution Don't focus on who's right or wrong - let the customer know you're here to help to help fix the issue

"Apologies are best said without an excuse" -Benjamin Franklin

Assurance of Help

• "Since you have me on the line, let me do my best to help you."
• "I'll help you find a solution for this."
• "I am more than willing to help you."

TIPS

Don't Take it Personally

• deep breaths
• take ownership
• ensure quality customer satisfaction

Identify & Understand their Anger

• be patient
• acknowledge feelings
• not always clear for anger
• separate multiple issues

Avoid Distractions

• Prevent distraction from colleagues or external noises.
• Concentrate on what the customer is saying.
• Take it one task at a time

Call Flow:

1. Opening Spiel
2. Empathy/Acknowledgement Statement
3. Assurance of Help
4. Verification
5. Assistance
6. Going Extra Mile
7. Closing Spiel