Outbound Call Script – Knowledge Base

Call Flow

Pre Call

Prior to the call, a proper investigation should be done
Speak with clarity
Use the proper tone in voice
Speak in moderate pace

During

1. Greeting & introduction of yourself and the brand
2. Purpose of call and consent to speak further
3. Verification to be done by name or email address
4. Highlight the reason for calling/paraphrasing
5. Provide solution/alternative
6. Recap the items discussed
7. Check if further assistance is required
8. End call

*If placing customer on hold/unhold is required, remember to keep customer informed on the wait time and thank them.

Post Call

Successful call:Email customer a summary of the conversation

Unsuccessful call:Send a follow up email indicating call attempt was made

Topic	Scenario	Questions	Solutions
Return and Refund	How to return/exchange?	1. Probe/Confirm on the reason for return	1. Guide the customer to submit the return form and explain the return and refund process
	Amendment on return request	1. Probe/Confirm on the reason for amendment 2. Identify specific item that needs to be actioned	1. A new return request is submitted by CS Team on behalf of customer. 2. Customer is also informed
	Incorrect Item (Applies to DC and Customer)	1. What are the items that you received/returned? 2. What is the SKU# for the items received/returned? 3. Can I obtain a photo of the incorrect items that you have received? (Not applicable for DC)	1. Communicate this information to 3PL 2. 3PL to confirm if the stock is available for the right item for them to proceed to process the exchange. 3. If the item is OOS, then CS team to advise the customer to proceed with return and refund.
	Extra Item (Applies to DC and Customer)	1. What are the items that you received/returned? 2. What is the SKU# for the items received/returned? 3. Can I obtain a photo of the extra items that you have received? (Not applicable for DC)	1. Identify the extra item based on the SKU# and advise customer to perform a drop off.
	Missing Item (Applies to DC and Customer)	1. What are the items that you received/returned? 2. What is the SKU# for the items received/returned? 3. What is the item which is not delivered/returned?	1. CS Team to cross check against the original order 2. Communicate the missing item to 3PL. 3. Inform customer on the progress of the undelivered item and share the tracking ID 4. 3PL to confirm if the stock is available for the right item for them to proceed to process the exchange. 5. If the item is OOS, then CS team to advise the customer to proceed with return and refund.
Retail Stock Availability Check	In Store	1. What is the product name/SKU that you are looking for? 2. What is the product color that you are looking for? 3. What is the preferred size of the product you are looking for? 4. What is your location? 5. Which is the nearest outlet? 6. How many units of this item would you like to purchase? 7. If the item is unavailable, do you have a secondary option that you would like for me to check?	1. CS Team to check with the retail team and provide a list of options for the customer to explore.
Payment Issue/ Check Out	Unable to make payment	1. What is the error message that you are seeing? 2. Which browser are you using? 3. What payment method are you using to make this payment? 4. Have you made any online purchases using the same method before? 5. Product that you are trying to purchase?	Browser 1. Clear the cache - Clear browsing data > choose a time range > delete > check on cookies & cache > clear data 2. Try different browser 3. Switch your browser to incognito window - Chrome > More> New Incognito Window Payment 1. Opt for pay pal (if the customer is a pay pal user) 2. Check if the customer received the OTP/TAC 3. Please contact your bank/payment provider
Gift Wrap OOS	Verification call	1. Inform the customer that the gift wrapping/box is currently unavailable or OOS. 2. Would you like to still proceed with this order even though the gift wrapper/box is unavailable?	1. If the customer says,Yes. No action is required. 2. If the customer says, No. Proceed to perform order cancellation.
Unsuccessful Delivery	Failed delivery	1. May I reconfirm you contact number and mailing address?	1. If the information matches, then inform to 3PL to resubmit delivery. 2. If the information does not match, then provide the new information to 3PL and NV