Questions

Question 1

How con you answer a call at First calling?

Answer 1

Hello this is Kimberly from alorica, customer service How can I help you today?

Question 2

Ring Ring

Answer 2

Hello, Hank you for calling alorica this is kimberly From customer service speaking How com I Help you today

Question 3

How do you deal with problem?

Answer 3

I’m very sorry to hear that i’ll do my best ‘ to resolve this For you now

Question 4

transfer the customer to another department

Answer 4

I understand I’m going to transfer you to our finance Isales department they will be able to help you with this request, Please hold For a moment.

I see let me transferencia you to the departamento. He/she is the right person to talk to and I’m sure he will be able to help you with this. Woild you mind being on hold while I get in touch with him for you?

Question 5

Asking For customer information

Answer 5

Absolutely. could I Please get your full nome to check that order For you?

Great.could you Pleasegive meyour customer account number?

Question 6

bring it up

Answer 6

to bring something in Front OF you like information

Question 7

Asking For billing os credit cord information

Answer 7

could you please provide your current billing address?

could you please verify your address?

Question 8

check other information

Answer 8

I See. I’m going to need a moment to check that For you, can I put you con hold?

I understand, please give me a moment while I Pull up that information would you mind being on hold while I do that?

Question 9

thank the customer For holding

Answer 9

thank you For Holding I have that information for you now

thank you For being so patient I have all the details here now

Question 10

Apologizing For order or product issues, incorrect shipping address

Answer 10

It looks like your order cuas shipped to the wrong address I’m very sorry about that I’ll correct that and organise a new order right now it will leave our warehouse today and Should arrive within(time period)

Question 11

Apologizing IF me delivery never arrives

Answer 11

I’m so Sorry to hear that, let me bring up your order so we con see what happened and make sure that delivery arrives this time

Question 12

Apologizing For missing items

Answer 12

I’m so sorry about this Mix up I will correct the order and get the missing Items to you as soon as posible

Question 13

Apologizing For faulty products

Answer 13

I’m very Sorry about the inconvenience I know this is frustrating I’ll contact my supervisor immediately to see how we com resolve this For you is It okay IF I call you back within the next(number) hours?

Question 14

Stay calm and show understanding dealing with angry customers

Answer 14

I can appreciate how frustrating this must be Let me contact muy manager and get this resolved For you right now

I’m very sorry for the inconvenience I know this isn’t ideal I’m going to look into this immediately and Find out whoat went wrong and how we can put it right for you

Question 15

angry customer

Answer 15

I’m going to do every thing I can to get this resolved as soon as posible

I totally understand I would Feel the same way lease giveme a moment to look into this and Find the right solution For you

Question 16

When you need to Follow up later

Answer 16

sorry (customer name) can I check this with my manager amol get back to you un the next hour

Question 17

Closing the call

Answer 17

thanks again for your call do you nave any other question?

wellI’m glad I could help youre solvethisissue is there anythingelse|con held you with today