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▷ ▶ Handling Callers with Product Questions SelectSmart.com free How-to flowcharts and decision trees.
A SelectSmart.com Flowchart by clizardi. See clizardi's 4me blog page.
Viewed 189 times. Created June 2015.
This SelectSmart.com How-to flowchart, a free online decision tool is a creation of clizardi and for amusement purposes only. The implicit and explicit opinions expressed here are the author's. SelectSmart.com does not necessarily agree.
How-toHandling Callers with Product Questions
By clizardi
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If a Customer needs help troubleshooting an issue, they need to know more about a product, or they need help choosing a product.
The call taker should request permission from the caller to be placed on hold in order to contact a sales representative.
YES
The call taker should request permission from the caller to be placed on hold in order to contact a sales representative.
YES
The caller should then be connected to the appropriate Kreg Representative.
 









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.
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.
If this situation occurs, the call taker or dispatcher-whoever spoke with the customer last will be ultimately responsible.
Under no circumstances, should the customer be transferred to a voice mail or transferred more than once
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.









Dispatch would then be responsible for calling and emailing CRAIG within 30 minutes if any Kreg representative fails to return a call requesting help from a customer.
 
 
 
Dispatch must attempt to troubleshoot all calls over the phone within 5 minutes of the calls before a driver is dispatched for onsite service.