HERE ARE EXAMPLES OF SOME OF THE CALLS YOU MAY FILED ON EXTENSION 8585 – THE SALES HELP DESK
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Answering script questions
- General product questions
- Help saving a sale / Take over a call and keep the customers business
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Help processing an order
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Process an on the spot refunds (see customer service section for help)
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Charging a card through Authorize.net (see customer service section for help)
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Mobility issues
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Email issues
- Did you go through the rebuttal process for lowering the fee?
NO – Go through that process first.
YES – OK
1st RESPONSE: The wait for a supervisor may be up to 15 minutes so please allow me to assist you in the meantime.
IF CUSTOMER REFUSES – HANDLE ISSUE ACCORDINGLY
WHAT IS THE ACTUAL NAME OF YOUR COMPANY? “The Solutions Center.”
WHERE ARE YOU LOCATED? “We are located in Ohio.”
WHAT IS YOUR MAILING ADDRESS? “For security reasons I can only tell you we are located in Ohio.”
WHERE CAN I SEND CORRESPONDANCE? “You can fax to 888 318 7329 or the email address is support at protection plan center dot com.
SUPERVISOR PROCEDURES
If you have a customer or representative of another company on the phone and you are unsure of how to answer their questions OR if its The Office of the President or a law enforcement agency please transfer the call to 1100 or 1103.
No. We need to get a valid email address for all orders. See if the customer has someone else in their household that can access email.
I LOST MY PAY CARD – Make sure to file a payroll question in Paycom and call extension 1107.
I GAVE THE WRONG DIRECT DEPOSIT INFO – Make sure to file a payroll question in Paycom and call extension 1107.
OTHER – Make sure to file a payroll question in Paycom. Managers cannot answer payroll questions.