If a Customer needs help troubleshooting an issue, they need to know more about a product, or they need help choosing a product.
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The call taker should request permission from the caller to be placed on hold in order to contact a sales representative.
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The call taker should request permission from the caller to be placed on hold in order to contact a sales representative.
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The caller should then be connected to the appropriate Kreg Representative.
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CSR's - If the caller does not wait or If the sales rep cannot be reached after 2 attempts within 30 seconds, ask the caller for the best call back number to ensure a quick call back repose.
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Make sure to get the callers full name, position and location in hospital. Also, document the time and the Kreg representative who failed to respond to the initial phone call.
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If this situation occurs, the call taker or dispatcher-whoever spoke with the customer last will be ultimately responsible.
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Under no circumstances, should the customer be transferred to a voice mail or transferred more than once
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If a dispatcher speaks with the customer and requires help from a market leader, dispatch will be responsible for getting the callback information and documenting anytime a market leader fails to respond within 30 minutes.
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