Notes
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Voice; thank you for calling eddie bauer. My name is Kim. May I know who I'm speaking with?
Hi _______, how can I help you today?
Chat; thank your for calling EB ______. My name is Kim, please give me a few moments while I review your transactions.
Verification; for security purposes, could you please verify your full billing name, phone number, and email address?
for security purposes, could you please verify your phone number and email address?
E.A.R statement' Sample statement; 'I would be more than happy to assist you regarding your (customers concern)
We do apologize for the inconvenience that you had regarding your (concern). I would be more than happy to assist you on checking your concern.
Probing questions: Verify necessary information related to the customers concern.
HOLD SPIEL
voice; do you mind if I place you on hold for a moment?
Chat; I'll be happy to check on that for you, would you mind holding for a moment?
(if customer said yes, say thank you)
Offering; Thank you for your continued loyalty to Eddie Bauer, and have a wonderful day!
characteristics of spiel
~keep it simple
~be positive
~avoid negative statement
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