EMAILS 📩 Opening- Closing ------ *Holds information KA-03735* *Working viewers KA-01494* CALLS 📞 THANK YOU FOR CALLING HARRY AND DAVID THIS IS 👻 HOW CAN I HELP YOU TODAY? THANK YOU SO MUCH FOR REACHING WITH US, I'M REALLY SORRY TO HEAR THAT AND I UNDERSTAND HOW INCONVENIENCE IT IS. ILL DO MY BEST TO HELP YOU WITH THIS. TO PROCEED, MAY I have your order number please? (if not verified) to verify, am i speaking with (name) and your billing address is (billing address) i have your account pulled out right now, to confirm my understanding. your concern is (blablablablabla) am I correct? proper hold: May I hold this call for a brief moment so I'll be able to (pulled your account properly/ apply this to your order properly/ fix this properly) Thank you so much for your patience/ I'm so sorry for the long hold CHAT 📲 0PENING SPILL GREETING Hello, Valued customer! Thank you for choosing Harry and David. My name is Jane. How may I help you today? Hello! Thank you for choosing Harry and David. My name is Jane, and I will be happy to assist you. Please give me a moment to review your chat with the virtual assistant. Hello, Valued customer! Thank you for choosing Wolferman's Bakery. My name is Jane and I will be happy to assist you. Please give me a moment to review your chat with the virtual assistant. Hello, Valued customer! Thank you for choosing Vital Choice. My name is Jane and I will be happy to assist you. Please give me a moment to review your chat with the virtual assistant. Thank you for your patience. I understand that you wanted to be connected with a live agent. May I know how will I assist you today? VERIFICATION 🚨 For verification, can you please verify your billing address? For verification purposes, could you please verify your full name and billing address? Thank you for verifying all the information. Please give me a moment to check your order. Thank you for this information,(name). Let me access your order and check this for you. Please give me one moment. Thank you for verifying all the information with the previous representative. TRANSFER TO SISTERBRAND 🤖 "Thank you for patiently waiting. Upon checking here, your order is from one of our sister brands and I'm afraid that I only have limited access here on my end. In order to resolve your issue to complete satisfaction today, I would like to transfer you to one of our qualified specialists who would be able to assist you. Would that be okay? " Thank you for this information. As per checking, the order is from our sister brand. I'm afraid that I only have limited access here in my end. Please contact our goodesey at 866-257-7779 IDLE SCRIPT Thank you for this information. Let me access your order and check this for you. Please give me a moment. Thank you so much for understanding. Please give me one moment to process this. I'm sorry that this took longer than expected. Please stay with me while I work on this for you. I'm almost done here. Please bear with me, I'll be needing another moment. Thank you for your patience. Appreciate your patience while we get your order sorted! You're welcome! Please give me a moment to process this for you. I'll be needing another moment, please stay with me. Thank you! Are you still with me? Looks like you may have stepped away. I am going to disconnect this session, but if you need additional assistance, feel free to message us again. Thank you for reaching out to Harry and David. ------- Cust/Order Updates & Store Viewer Cases 💬 When agents submit an e-Form that requires contact, research, or updates, the system will route the form to the Cust/Order Updates Group for resolution by Specialty. It is required to add a 1-day follow-up in the viewer case if it needs to stay in the viewer. To add a follow-up date, you must mark the case Pending. Reminder! The notes in the "FU History" should be read from bottom to top. (Look at the timestamps) There are several different types of Cust/Order Updates. We'll explore these on the next few slides. sabihan mo ako kapag nag available kana