Work Tips
Your Keys to have a perfect handling
Call flow
1- Call Start:
a) Start your call by identifying :
· Company Name
· Your Name
· Greeting
ون كارد ، أحمد عبد الحى ، صباح/مساء الخير
** Make your tone warm and friendly while starting the call and say the greeting.
b) Ask for Customer’s Name -------------- أتشرف باسم سيادتكم ؟
c) Address Customer Name with friendly wayأهلا بكم أستاذ/ه ----
d) Offer Assistance ------------------ كيف يمكننى مساعدتكم ؟
2- Don’t interrupt or over talk customers:
· Give Customer enough space to illustrate his issue.
· Listen clear to what customer say to understand his issue .
3- Feeling Empathy – Acknowledge customer’s emotion:
· I can understand how frustrating it is when …...”
· “I realize how are you are upset now …..”
· “Sorry for this situation, & Please accept our apology …..”
أقدر جدا موقف سيادتكم
نعتذر عن هذا التأخير الخارج عن اردتنا
تأكد ان مشكلة سياتكم هى مشكلتى وانا هنا لمساعدة سيادتكم على حلها باذن الله
4- Clarify customer issue:
“So I can assist you, may I ask you a few questions?”
Try to ask customer questions it’s answer with Yes or No to clarify his issue and determine the right way of the solution
5- Give customer a “Kiss” (Keep it short & simple):
Give customer info needed or the solution of his problem in a complete sentence and make it shot & simple.
6- Offering Extra assistance:
“Ask for extra assistance before call ending”
Is there any inquiries may I help you with?
هل توجد لدى سيادتكم اى استفسارات أخرى؟
7- Ending Call:
“End your call by thank customer for his call”
Thanks for choosing (Calling) OneCard
شكرا لاختيارك (لاتصالك) ون كارد
VIP Note:
· Customer can feel your impression and your way from your tone voice
· You should be smiley over the phone as you see the customer in front of you
· Your voice tone shouldn’t be higher the customer’s One and should be clear enough
· Be friendly and don’t talk like a machine.
· Avoid any slang language.
Types of customers
1- New and Existing Clients:
-Patience
-Pay Attention
-Switch Places
-Put yourself in customer’s shoe
Always remember that you are dealing with a human being who has feelings, therefore, Think of how you like to be treated when you’re the customer and then treat your customers with that same determination.
2- Young or Kids customers:
-Be patient
-Be simple
-Be funny
-Flexible
3- Picky Customers:
-Listen to them.
-Stay calm & Kill them with your kindness
-Be Very simple.
-Don’t use “that’s our policy”
You look like you don’t care they will just be more angry with you.
-Answer with “yes, but …”
This makes the customer know you understand them but have a valid reason to clarify.
4- Angry Customers:
-Understanding the Customer’s Complaint
-Remain calm and adjust your mindset.
-Listen actively to what the customer is saying
-Separate your feelings from the situation
-Repeat the customer’s concerns.
-Feel empathy
-Actively sympathize
-Apologize.
5- Rude customers:
-Don’t lose your cool
-Don’t take it personally
-Don’t expect the rude behavior to change
-If customer insults the company just give him the first warning by closing the conversation
-After the second time you can give the customer the closing form and end the call
-What if the customer insulted you personally you can end the call from the first time
How to Send Email
Important information about Sending e-mails
Please read the below carefully, it may help you while sending emails:
1- All mails must be sent from our Freshdesk only not your work personal mail.
2- Product name / serial should be put in the mail subject.
3- Address the person you are contacted by his/her name if it was clear or use Hello instead.
Dear Ahmed, / Dear Support Team, / Dear Merchant Team, .....etc
4- Please don't use (Please check the below, Kindly FYA, or any abbreviations)
You should explain the action needed from whom you are addressing as an example:
- Please provide us with redemption information for the below card
- Kindly check the validity of the below card as it shows invalid to our user
- Please refund the below transactions
5- Make Sure while you are reminding the supplier or adding any kind of replies that that email thread is existing.
6- Your Full sign must be shown at the end of the mail
7- Make sure of Grammar structure and your spelling while writing the email.
8- Make sure of the problem explanation and the photo of the error message attached if needed.
9- For any product complain to be sent, we have to search for the required merchant email
OC Merchants contacts sheet, Activated Card Batches & through support mail.
10- Any merchant we don’t have its contact email, we’ll send to our merchant team, then
after we get it, we’ll contact the merchant normally.
