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Customer Service Protocol

The document outlines a customer service protocol with steps for greeting customers, identifying problems, providing solutions, and saying farewell. It includes an example call where the customer inquires about a missing order. The customer service agent looks up the order, determines it was delivered but not received, and offers a discount coupon as compensation. The agent ensures the customer is satisfied before concluding the call.

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choco8312
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404 views2 pages

Customer Service Protocol

The document outlines a customer service protocol with steps for greeting customers, identifying problems, providing solutions, and saying farewell. It includes an example call where the customer inquires about a missing order. The customer service agent looks up the order, determines it was delivered but not received, and offers a discount coupon as compensation. The agent ensures the customer is satisfied before concluding the call.

Uploaded by

choco8312
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Customer service protocol:

Greeting: For the greeting, it is important to introduce the company and pay attention to every
detail that the client mentions.

Customer service agent: -Good morning (it depends on the time the call is made) my name is Luna,
from MacDonald’s, how can I help you?

Customer: -Hello Luna, I'm calling because I placed an order through the application, and it never
arrived.

Identification of the problem: For this step it is important to put yourself in the client's shoes to
help them.

Customer service: -Ok sir I understand your problem, at this moment I need you to give me your
full name and the order number to review in the system.

Customer: -My name is _________ and the order number is ________.

Customer service: - Sir, please give me a moment to check the system.

Customer: -Thank you

Customer service: -Thank you for your wait, sir, I just checked the system and I see that the order
was shipped but was not received.

Problem solution: In this step it is important to keep in mind that the client needs a solution, and it
is necessary to provide it.

Customer service: -sir, were you at home at 3:00 pm?

Customer: -No, I was coming home from work.

Customer service: -Sir, at three in the afternoon your order was dispatched, and the delivery man
arrived and did not receive an answer when ringing at your house. But don't worry, we will give
you a 5% discount coupon on your next purchase.

Farewell: At the end of the call, it is important to ensure that the client is satisfied with the
solution provided.

Customer: -Ok, thank you very much, it was my mistake not being attentive.

Customer service: -Don't worry sir, is there anything else I can help you with?

Customer: -No, that was all, thank you very much.

Customer: -Well it was a pleasure serving you, call if you have any other problem.

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