Other Call Scenario

Foreign Speaking Customers:

• If a customer prefers to speak a language other than English, connect a Tele-Interpreter before continuing the call.

Connecting with the Interpreter:

1. Ask the customer what language they speak.

• Say: “May I ask what language you prefer to speak today?”

1. Inform the customer you will connect an interpreter.

• Say: “Thank you. I’m going to bring in an interpreter to assist us. One moment please.”

1. Select Hold to place the customer on hold.
2. Select Consult.
3. Select External and dial 800-822-5552, then select Call.
4. Enter 52520#, then follow prompts:

• Press 1 for Spanish
• Press 2 for all other languages

1. Enter your employee number when prompted.
2. If you selected option 2 (Other Languages):

• Tell the Tele-Interpreter Service the customer’s language.
• Say: “The customer speaks [LANGUAGE], or possibly a language from [REGION].”
• You may be placed briefly on hold while an interpreter is connected.

1. When the interpreter joins, clearly explain the purpose of the call.

• Say: “We are assisting a customer with their order today.”

1. Select Unhold to conference the customer onto the line.

Call handling tips:

During the Call:

• Continue the call as you normally would.
• Speak directly to the customer, not the interpreter.
• Use short, clear sentences.
• Pause so the interpreter can translate.

Ending the Call:

• Thank the interpreter and end the interpreter call.
• Return to the customer (if still on the line) to confirm they have everything they need.
• End the call.

Disconnected Calls:

• If a call is disconnected, determine whether a callback is needed.

Call the Customer Back When:

• A question or concern was discussed before the call disconnected.
• Order information was shared before the call disconnected.
• You accidentally disconnected the call.

Virtual Callback:

• The Callback Feature is automatically offered when the average wait time for a specific queue exceeds two minutes. If calls are waiting but the average wait time remains under two minutes, the system will not present the callback option to customers.

• When returning a customer callback, use the appropriate callback greeting before continuing the conversation.

Refer to Article KA-03498 for more information.

Callback Greeting and handling greetings:

• When the customer answers, say: "Hello, this is [YOUR NAME] returning your call from [BRAND] as requested. Before we begin, please note that this call may be recorded for quality assurance. How can I assist you today?"

After the greeting:

• Continue the call as you normally would.
• Complete the required customer verification.

Recovery Worker:

• If a system interruption occurs, use Recovery Worker to restore your order.

Recover Order: If the Recovery Worker window appears:

1. Select Tools on the Launchpad.
2. Select Recovery Worker.
3. Select Recover to continue where you left off.

Recovery Continues Looping:

• If the Recovery Worker window continues to appear:

1. Select Recover.
2. Press F8 to refresh.

Important: Any unsaved changes made in CCS2 will be lost, and the order must be started again.

• If the issue continues, contact your Supervisor.

System Down:

• If CCS2 is unavailable, follow the approved System Down process to continue assisting the customer.

• Refer to Article KA-02729 for additional information.-

Placing a web order:

• When directed to place orders on the website:

1. Place the order as a guest.
2. The customer must have a valid email address.
3. Continue assisting the customer through the web order process.

• If the customer does not have a valid email address:

1. Apologize and ask them to call back when CCS2 is available.

Important Reminder:

During a System Down order:

• Gift Lists cannot be processed.
• Passport benefits may not appear during checkout.
• Some coupons may not apply during checkout.
• Any required adjustments are completed after the system is restored.

Escalation Requests:

• Customers may request to speak with a Supervisor or a U.S.-based specialist.

Speak To A Supervisor:

• f a customer asks to speak with a Supervisor:

1. Acknowledge the customer's concern.
2. Review the order and offer a resolution whenever possible.
3. Ask if the customer would still like to speak with a Supervisor after the issue has been addressed.

Scripting Suggestions include:

1. "I’m sorry for your disappointment in your product. I will be happy to transfer you to my supervisor. Before I do, can I have the order number or telephone number used to place your order?”
2. "I’m sorry your delivery didn’t go as planned. Before I get my supervisor, may I have the order number or phone number used to place the order so I can review what happened?"

-Never refuse a customer's request to speak with a Supervisor.-

• Refer to Article KA-01375 for complete instructions.-

Speak To An US Based Specialist:

• If a customer requests a U.S.-based specialist, say: "Please hold one moment while I transfer you."

• Transfer the customer to the queue, HD - 904 On Shore Transfer.

• If representatives are unavailable:

1. Offer to complete the transfer so the call will be answered when one becomes available.

• If the request is outside operating hours:

1. Offer to submit a Supervisor Callback request.
2. Do not provide a callback timeframe.

Customer Feedback: -When a customer wants to share feedback, determine whether it is about a product or service or about an agent.

Product or Service Feedback:

• Before submitting feedback:

1. Resolve any issues you can.
2. Submit a Customer Feedback request only after all actionable issues have been addressed.

When documenting feedback:

1. Use the customer's own words.
2. Do not include personal opinions or assumptions.

Tell the customer: "I'm happy to share your feedback with the appropriate team. Your comments help us improve our products and services."

-Refer to Article KA-03470 for complete instructions.-

Agent Feedback: If the customer wants to provide feedback about an agent:

• Transfer the customer to a Supervisor.

If a Supervisor is unavailable:

• Submit a Supervisor Callback request.

-Do not deescalate, transfer immediately to an available supervisor in the production.-

-Refer to Article KA-03470 for complete instructions.-

Summary:

• Use the Tele-Interpreter Service when a customer prefers to communicate in a language other than English.

• Never refuse a customer's request to speak with a Supervisor, and follow the approved escalation process when needed.

• Customers can provide feedback about a product, service, or agent. Use the appropriate process for each type of feedback.

-Follow the appropriate process when handling disconnected calls, virtual callback, Recovery Worker, and system interruptions.