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ALORICA-NOTES-KIER-.J.R

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55 views3 pages

ALORICA-NOTES-KIER-.J.R

alor

Uploaded by

riejamor21
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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ALORICA NOTES

KIER JUSTINE RECOSOSA

Opening: Thank you for calling RXO. My name is ___. How are you doing today?

Thank you. For me to access your account, may I have your name and your shipping address?

“Thank you for reaching out! I’m here to help with your order. Could you please provide me with your order number
and a bit more detail about the issue? I’ll do my best to resolve this for you as quickly as possible.”

Is there anything I can help u with?

Additional Assistance: Is there anything else that I can help you with?

Closing: Thank you for calling RXO have a good day!

EPA

Empathy: React to appropriately

Paraphrase: Restate the customer's concern

Acknowledge: Share your action plan

CX'S ACCOUNT IDENTIFICATION: For me to pull up your account, can I have your ________ / For me to identify your
account, can I have your ______, please?

VERIFICATION: For me to access your account, can I have your (name and shipping address), please?

SAMPLE: I have a problem with my order

EPA Response: Oh, I am sorry to hear that. As I understand, you have an issue with your order. Let me check on it.

PROPER HOLD PROCEDURE: IEAT (Inform, Estimate the time, Ask permission, and Thank the customer when you're
back to the call)

Response: To check on this concern, can I put the call on hold for 2 mins? Would this be alright? ......... Thank you!

PROBING: ASK QUESTIONS TO UNDERSTAND THE CONCERN AND PLAN FOR THE RESOLUTION

Concern: My item is not yet delivered

Possible Probing Questions:

1. May I have your order number?

2. When are you expecting to receive the package?

3. May I know if your area is currently experiencing any typhoon or harsh weather conditions?

4. Have you checked your porch or mail box to see if the item was already there?
PARAPHRASING: TO PARAPHRASE IS TO SAY IT IN YOUR OWN WORDS

Customer: The shipping address on the file is incorrect. Please, change it.

Paraphrased form: As I understand, you placed the wrong address on the file, and you need my help to change it

CALL SCENARIOS
PROBLEM 1:
CALLER: The driver called me earlier and they said they will drop by to deliver my item but they didnt.
AGENT: “I’m sorry for the inconvenience; I understand how frustrating it is when a delivery doesn’t arrive as
expected. Let me check the status of your order and see if I can get more information about the driver’s update.
Could I please confirm your order number or any tracking details? I’ll work on resolving this for you right away.”

PROBLEM 2:
CALLER: i supposed to receive my item today?
AGENT: “I understand you’re expecting your item today, and I’ll be happy to check on the status for you. Could you
please provide me with your order number or tracking details? I’ll look into it right away to ensure you have an
accurate delivery update.”

PROBLEM 3:
CALLER: I need your help on updating my address on your system
AGENT: “Of course, I can help you update your address in our system. I’ll just need to verify some details for
security purposes to ensure we update the correct account. Could you please provide your account information or
order number?”

PROBLEM 4:
CALLER: i was waiting for my item for a long time but when i receieved it, it was damaged.
AGENT: “I’m very sorry to hear that your item arrived damaged, especially after such a long wait. Let me help make
this right for you. Could you please share your order number and a brief description of the damage? I’ll review our
options to resolve this as quickly as possible, whether that’s a replacement or a return.”

PROBLEM 5:
CALLER: i lost my mobile phone last week and i need your help in changing my mobile number on your
system.
AGENT: “I’m sorry to hear about your phone. I’d be happy to help you update your mobile number in our system.
For security, I’ll need to verify a few details with you. Could you please provide your account information or any
recent order number? Once verified, I’ll make sure your new number is updated right away.”

PROBLEM 6:
CALLER: i was supposed to receive it early this morning and i have been waiting for a few hours now.
AGENT: “I apologize for the delay and understand how frustrating it can be to wait longer than expected. Let me
check on the status of your delivery to see what might be causing the delay. Could you please provide your order
number or any tracking details? I’ll get an update for you as quickly as possible.”

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