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Telephone Operators at ECG (Take New Orders (Provide any information on…
Telephone Operators at ECG
Take New Orders
Provide any information on product description, availability of items and anticipated delivery date
Access existing customer or
add a new one
Enter payment information
Complete the order by specifying shipping options
Apply Discount Codes
Employ Proper Phone Protocol
Answer telephone and greet customer politely
Close the telephone call.
Employ customer service oriented etiquette
Prompt customer to take the survey
Modify Orders
Add or Delete and Item
Change Payment Type
Change Shipping Address
Cancel an Order
Explain Order Change Policies
Handle Returns and Exchanges
Handle Exchanges
Retrieve Order
Identify Reason for Exchange
Enter Information for New/Exchanged Product
Send a Return Label
Detail Process to Customer
Handle Returns
Retrieve Order
Identify Reason for Return
Send a Return Label
Detail Process and Charge Refund to Customer
Employ Basic Sales Techniques
Ask Clarifying Questions
Make Recommendations
Upsell
Cross Sell
Handlle Objections
Close the Sale
Accept Customer's Decisions
Handle Difficult Customers (Role)
Escalate to Supervisor (Task)
Respond to initial request (Subtask 1)
Respond to request within call (Subtask 2)
Employ HEAT (Task)
Hear them out (Step 1)
Empathize (Step 2)
Apologize (Step 3)
Take Action/Responsibility (Step 4)
Maintain Customer Information
Modify Existing Customer Information
Change Shipping Address
Change Payment Types
Change Credit Card Numbers
Change Phone Numbers
Change Emails
Change Shipping Preferences
Add New Customers
Add customer name, phone number, address, and email
Add primary shipping and billing information
Provide account number or code word to customer
Search Product Information (Role)
Identify Product Details (Task 2)
Identify product availability (Step 2)
Identify similar or complimentary products (Step 3)
Identify product characteristics such as color or material (Step 1)
Identify expected delivery date (Step 4)
Utilize Search Function by Keyword, Product Name and Product Number (Task 1)
Locate omnipresent search field box (Step 1)
Enter product number, name or keyword (Step 2)
Select the appropriate item from pop-up window (Step 3)
Launch SimplyOrder
Log Into SimplyOrder
Sign Off SimplyOrder