Spiel

• kroger.com/order-ahead
• KCC
• Get the store postal code

DOWNTIME:

• We do apologies for the inconvenience. Currently we are having some system updates within our system and there might be a delay in resolving your concern. For further assistance, please feel free to call us after an hour or two. Thank you for your understanding.

Simple Inquiry

• I understand that you are calling regarding xxxxxx. Let me check this for you.

Issue/Complaint/Negative feedback

• I'm so sorry to hear about your experience with xxxx. I'll do my best to assist you with this.

Praise

• Thank you for sharing your experience with xxxx. I'll be happy to document that.

Opening:

• Welcome to Kroger Customer Connect. My name is Jane. Can I get your first name, please?
• Hi xxx. I appreciate you for reaching out. How may I help you?
• Welcome to Kroger Customer Connect. My name is Jane. I see you're calling about xxxx. How can I help?
• You have a nice name xxxxx. May I ask if you can spell it out for me?
• Please bear with me, I am creating a case to document the concern.
• I'll be needing additional few minutes to complete the case.

Closing

• I'm glad that we're able to help you in xxxx. By any chance, would there be anything else I can help you with?
• Would you like me to provide the reference number of this call?
• By the way, For your future reference, you may take down note this case number xxxx so our next represensative can easily review account.
• Thank you for shopping with America's grocer. If you would stay for a moment, I'll connect you to a quick and one question survey. Have a great day ahead! We hope to see you again!

Ghost Spiel

• Since I'm not hearing any response from the other line, I have to disconnect the call. But if you can hear me, please call us back at 1-800-576-4377. Thank you for calling Kroger. Have a great day!
• No response from the other line. Provided the ghost call spiel then disconnect the call.
• Customer are you there, If you're speaking, I'm not hearing you. Wait for 1 minute and repeat. Customer, I'm not able to hear you. If you're there, please give us a callback and here's the reference number xxxxx and you may call us back at 1-800-576-4377.

Verify details:

• To verify your account, could you please provide your Loyalty number or Alt/Alternative ID? You can found the loyalty card number at back of your card, above the barcode. Were you able to see it?
• Got it. How about your email address?

Store experience:

• I am personally sorry for what happened at the store. To make sure that our Store management will be aware of the issue, I will be creating the incident report. Just give me a few minutes to document what happened.
• Again, So sorry for happened and thank you for bringing this to our attention, Rest assured that I will share your feedback/experience with the store leadership and management. Since I was able to submit the incident report, someone from our relevant department might contact you on contact details that you've provided with me. Please be advised that there is no any exact timeframe for this, but you may save this reference number instead. It will be xxxxxx. Again thank you for your kind cooperation with me.

Store credit

-- Here's what I can do, I will apply a xxx store credit on your account. You can actually use it on your future order in any Kroger store or even with online order. Just make sure to use your loyalty card or Alternative ID so it will automatically deduct with your total purchase. Sounds good?

Late Delivery

• Thank you for telling us that your package hasn’t arrived on time. I’m here to help figure out what happened.
• I’ll go ahead and reach out to our dispatch team to check and verify the order status.
• Thank you for waiting! According to our dispatch team, the delay is because there aren’t enough shoppers available in your area, which is due to weather and a high number of orders. As of the moment, your package is expected to arrive by xxxxxx, and you’ll get a text when it’s out for delivery. As a courtesy, I’ll give you a $10 store credit for your next order. Does that sound good to you?

Pre-Authorization Hold

• Thank you for waiting! As per checking with our payment department team. This xxxx charges is just pre-authorization hold from your bank to verify if the card has a sufficient balance. Nothing to worry, this amount is not a charged on your card and It will be credited back to your original payment method within 3-5 business days.
• If has an authorization code: If you like, I can provide the authorization code that you can provide to your bank just in case it was not credit back to your card. The pre-authorization code is: xxxxxx. We do appreciate your kind cooperation with me.
• If no AC: In case that you failed to receive back the xxx. You may call us bank and provide this reference number so we can help you verify the status.

Acknowledgement

• I appreciate you for stating what happened. No worries, I'll do my best to sort this with you. Just give me a few minutes so I can verify your account.
• Please bear with me, I'm currently creating a case to document this matter.
• I'll be needing to additional few minutes to complete the case.

Assurance of help

• Here's what I can do;
• Upon further checking, xxxx..
• I really appreciate your patience. I’m here to help make this process as smooth as possible for you.
• I know this might feel a bit inconvenient, and I appreciate your cooperation. Your understanding means a lot, and I’m here to assist you every step of the way. If there’s anything else you need, please let me know.

Empathy:

• This is not the experience that Kroger wanted you to have. Rest assured that I will report this incident to our related team for further investigation
• I’m so sorry to hear of your frustration,
• I’m so sorry to hear about your experience,
• I apologize for the situation, etc
• May I ask when this incident happened?
• Can you describe to me the type of coupon that you're referring to so we can verify it please?

I really appreciate all the efforts in doing those troubleshooting with me. Since you're still encountering the same concern. Here's what we can do, I will personally help you file a Ticket escalation with our Specialist to report the incident. Please be advised that there will be no exact timeframe for this but you may try it on a later time. Just in case that you encounter the same concern, you may contact us again and provide this ticket number xxxxx. Will that works with you?

On-Hold Message

• I'll put the call on hold to check your account information.
• I’ll put you on hold to verify your account. I’ll be back shortly—thank you!

Warm transfer

• Thank you for your patience! We have a specialized xxx team that can help with your concern xxxx. I’ve explained the situation to them and they may need to verify some information, so is it alright if I transfer you now?

Cold transfer

• I have tried to connect with our specialized xxx team but as of the moment, they are experiencing a high volume of calls. No worries—I’ve documented all the details on your account, and here's the case number xxx for their reference. Do you have a paper or anything to take note of the case number?
• Can I go ahead and transfer your call so you can wait for an available representative? In case we get disconnected, feel free to call them back at XXXXX whenever you’re free.

Outbound call

• Hi xxx! This is Jane calling from Kroger Customer Connect on a recorded line……"

Supervisor

• I understand that you would like to speak with a supervisor. For the mean time, I want to assist you first. Could you please tell me more about your concern? I'll try my best to help you and resolved the case. If necessary, I can connect you with our Specialized afterward. Will that works for you?

Delivery fees not waived

• I understand that you're worried about the delivery fees you see online, and I'm here to help you figure it out and look at other options.
• Thanks for waiting! I checked, and you are already subscribed to the Next Day Boost membership. This means that when you place your order, as long as your total is $35 or more and you choose next day delivery, the delivery fees will be updated when you receive your packages.