Customer Service Training for Operators

You receive a call from a customer about a defect product that was delivered, how would you resolve the issue?

A customer calls and requests to return an item they order the previous week, what is the company return policy and process?

What is the process for escalating a call to your supervisor?

A customer placed an order for three items. One item is missing from the package. What guideline can you use to resolve this compliant?

A customer calls to request a product that is no longer in stock. What is the company protocol in resolving this issue?

You would escalate a call to a supervisor when:

A customer that purchased a set of earrings wants to know the shipping cost.

A customer wants to know if a coat she ordered is real fur.

A customer has not received an item that she ordered 10 days ago.

A customer requests to purchase a product at a competitor’s price.

What is the process for greeting a customer when an inbound call is received?

A customer calls and requests to order a pair of earrings she saw in the catalog. How do you locate this item in the product guide database?

Using the approved company guidelines, describe how you would try to sell a matching necklace to the customer.

What details would you provide to the customer after you locate the product?

How would you enter the purchase into the order tracking system?

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