CALL FLOW

-sequence -step-by-step process -structure/system

1. Opening spiel - "Thank you for calling coinstar customer service, my name is Jules, how can I help you today"

2. EAR (Empathize, Acknowledge, Reassurance) - responses listen to what the customer has to say.

3. Ask for name and store number (confirm by repeating)

4. ask probing questions close questions - answerable by yes or no open - requires long answer

5. Resolve - mention reference number

6. Is there anything else?

7. closing spiel - "Thank you for coinstar customer service, this is Jules, have a great day"

11.9% CHARGE FOR THE TRANSACTION!!

• APPLIES TO ALL TRANSACTION

EAR - (Empathize, Acknowledge, Reassurance)

• beyond words

Empathy -relating to the customer

Acknowledgment - validating the customer's concern.

Reassurance - securing and comforting customer with description how you'll solve the problem for them.

for customer loyalty - retention

POWER WORDS:

-awesome -amazing -nice

MANNERS

• please -thank you
• sorry

2 REASONS WHY A CUSTOMER CALLS

1. Practical needs
2. Personal/Emotional Needs

if s is in between two consonants pronounce as Z

6-Z 5-S

TH - unvoiced (hissing sounds) TH - voiced (buzzed sounds)

VOICE - the sound that comes of larynx SPEECH - the message behind LANGUAGE - (ex: sign language)

LIAISONS AND GLIDES

T+Y = CH W - when words is pronounced with a rounded jaw add a "w" a sound at the end.

pitch - highness or lowness of the frequency of the voice

volume - loudness of a sound

SING-SONG INTONATION - opportunity for learning for Filipinos.

debris - without S

CIN -Q app

STUCK KIOSK

• transaction receipt
• ask the customer if they have access to the app and check if the transaction is successful.
• incident report "the kiosk will be audited for checking and investigation - ask for email
• you shall be refunded after the review

VOUCHER DECLINED

• ask for voucher details -verify if the voucher is expired or have been redeemed.
• if not and the store still refuses you can escalate or file a report on this.

OTP/CODE/EMAIL PROBLEM

• verify the customer's email address
• transaction details
• check the spam/draft folder
• confirm processing status
• escalate for further review

REFUND AND AMOUNT CONCERNS

• listen first
• review the reason for refund
• tell customer the refund policy
• provide the reference number if still insistent

KIOSK LOCATION FEE COMPLAINT

• apologize
• 11.9% fee

WRONG AMOUNT

• 11.9 fee - transactioncharge