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Opening/Closing Verbiage for Customer Service Calls 🗣️ “Thank you for calling Harry and David, my name is rose. How may I assist you today?”
Clarify / Apology
Clarify the reason for the call by responding appropriately to the customer's response. Offer an apology when applicable.
🗣️ "I'm very sorry [REASON FOR CALL]. I will be happy to assist you with your order."
Retrieval
🗣️ “Is your phone number [PHONE NUMBER]?"
Verify
⚠️If the Customer Details Panel is populated with full name, phone number and email address, DO NOT verbally verify. Skip to taking care of the customer’s request/issue. 🗣️ "May I have your first and last name and street address, please?"
🗣️ "[NAME], thank you for providing that information" Thank the customer by First Name, First and Last Name, or title if provided when thanking them for providing information. Example 🗣️ "Susan, thank you for providing that information".
Quick Link 📄Article KA-03310 - Enterprise - Service - CSI Guidelines / Resolution Guide for All Brands Telephone Special
🗣️ "As a further apology, I'd like to offer you [SAVINGS AMOUNT] off our premium quality [TSP ITEM], normally priced at [PRICE]. Would you like this for yourself or someone else?"
ℹ️ Customize the offer and use descriptive words! (if accepted, you must make all applicable sales offers on the new order)
Closing For Status Check, Billing Discrepancy, Order Change, Receipt, Cancel 🗣️ “Is there anything else I can help you with? Thank you again for your business with [BRAND]. Have a good day/night.” For Delivery Issue, Delivered Wrong & Quality Issue 🗣️ “Thank you for giving me the opportunity to make this right for you, and for trusting us here at [BRAND].”
For closing a call with HD (Harry & David) customers, use the following script: “Is there anything else I can help you with? Thank you again for your business with Harry & David. Have a good day/night.” If you are closing a call after resolving a delivery issue, delivered wrong, or quality issue, use: “Thank you for giving me the opportunity to make this right for you, and for trusting us here at Harry & David.”
Wanting to resend the cancel order -Inform the customer that they can see that in our website just click my order.