Cango-Discussion Notes on the Customer Service Process

Topics: Customer service, Mail, Telephone Pages: 3 (1030 words) Published: January 26, 2011
Discussion Notes on the Customer Service Process

1. Customer calls in problem by dialing central information phone number.

2. Phone menu system directs customer to choose from the following choices to get to customer service representative:

1. Level 1: Greeting and identify if you have a tone or pulse phone. Choose 1 if you have a tone phone. Stay on the phone if you don't have a tone phone (put on hold for at least 5 minutes). Time spent listening to greeting and identifying type of phone: 30 sec.

2. Level 2: Pick what you are calling about: Choose 1 if you are calling about books. Choose 2 if you are calling about online gaming. Choose 3 if you are calling about any other product. Choose 4 if you want to hear choices repeated. Time spent listening to choices and getting connected to next level: 30 sec.

3. Level 3: Pick why you are calling about books: Choose 1 if you are calling to order a book. Choose 2 if you are calling to set up a new account. Choose 3 if you wish to hear this week's specials. Choose 4 if you wish to speak with a CanGo special representative. Choose 5 if you want to hear choices repeated. Time spent listening to choices and getting connected to next level: 30 sec.

4. Level 4: Pick which special representative to talk to. Choose 1 if you are a vendor and wish to talk to an order specialist. Choose 2 if you are a courier tracking a book order. Choose 3 if you are customer and wish to speak with a customer service representative. Choose 4 if you wish to speak with any other representative. Choose 5 if you want to hear choices repeated. Time spent listening to choices about getting connected to next level: 30 sec.

5. Level 5: Pick what you want to speak with the representative about: Choose 1 if you want to track an order that is late. Choose 2 if you want to check the status of your order. Choose 3 if you have received your order and have a problem. Choose 4 if you wish to...
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