Customer calls In problem by dialing central Information phone number. 2. Phone menu system directs customer to choose from the following choices to get to customer service representative: 1. Level 1: Greeting and identify if you have a tone or pulse phone. Choose 1 if you have a tone phone. Stay on the phone if you don’t have a tone phone (put on hold for at least 5 minutes). Time spent listening to greeting and identifying type of phone: 30 sec. 2.
Level 2: Pick what you are calling about: Choose 1 If you are calling about books. Choose 2 If you are calling about online gaming. Choose 3 if you are calling about any other product. Choose 4 If you want to hear choices repeated. Time spent listening to choices and getting connected to next level: 30 sec. 3. Level 3: Pick why you are calling about books: Choose 1 if you are calling to order a book. Choose 2 if you are calling to set up a new account. Choose 3 if you wish to hear this week’s specials.
Choose 4 if you wish to speak with a Congo special representative. Choose 5 if you want to hear choices repeated. Time spent listening to choices and getting connected to next level: 30 sec. . Level 4: Pick which special representative to talk to. Choose 1 if you are a vendor and wish to talk to an order specialist. Choose 2 If you are a courier tracking a book order. Choose 3 If you are customer and wish to speak with a customer service representative. Choose 4 If you wish to speak with any other representative. Choose 5 If you want to hear choices repeated.
Time spent listening to choices about getting connected to next level: 30 sec. 5. Level 5: Pick what you want to speak with the representative about: Choose 1 if you want to track an order that is late. Choose 2 if you want to check the status of your order. Choose 3 if you have received your order and have a problem. Choose 4 if you wish to hear the choices repeated. Time spent listening to choices about getting 3. After Choice 3 of Level 5 is chosen, customer Is usually put on hold for 3 to 10 minutes before customer service representative can take call. . When representative answers, the customer usually spends 2 to 5 minutes find a phone number on the Web site. Sometimes they also complain that they Just wanted to find the address to return the package (since Canto’s is not listed on the cage label), but Canto’s address is not listed on the Web site either. Customer complains they spent 10 minutes to 1/2 hour drilling down to find the Web page with a phone number on it. Then they complain they had to drill down through the phone choices and were put on hold after finally getting to the right line. 5.
Customer service representative apologizes and explains that Congo doesn’t put their return address on the package because a customer must get an authorization number before sending back a book. Congo does not accept packages back if it does not have an authorization number on it. It is returned back to the mail system. (Explanation and response: 1 to 2 minutes) 6. Customer service representatives then ask for order number on invoice. If customer does not have order number, representative must get name or phone number and try to find the order number on the computer.
Sometimes the customer gets off the phone line and says to wait while the customer searches for the order number. (Time: 1-5 minutes) 7. When the order number is identified, customer service representative asks what the problem is. If the problem is that the incorrect book was sent, the representative earaches the order information to see if the book was Just an extra tagged onto the shipment or if a book was omitted and replaced with the incorrect book. (Time: 1 minute) 8. The customer service representative lists the information in the computer that corrects the order.
If a different book needs to be sent, a “no-payment-required” order is sent through the order entry software. If a credit needs to be issued, it is done when the incorrect book is returned. (Time: 1/2 – 3 minutes) 9. The customer service representative then tells the customer to Jot down an dress and a return authorization number Just in case the return label that is being sent in the mail does not get there in the next three days. Sometimes the customer does not have a paper and pencil handy. (Time: 1/2 – 5 minutes) 10.
The customer is told to check their mail for the return label over the next 2 or 3 days. When the customer gets the label, the customer is to return the book to the box in which it was sent (if he/she still has it), and paste on the return label with the authorization number visible. (Time for explanation: 1/2 minute) 1 1 . If a customer knows when the parcel pick-up service is in his/her service area, he customer service representative schedules a time when a courier can pick up the package to be returned.
The customer can also take the package to a courier service center if he/she so desires. If the customer wants the package to be picked up, the his/her computer. (Time: 1 – 4 minutes) 12. If the customer does not know when the parcel pick-up service is in his/her service area, or if they will not be home to give the package to the courier, the customer is transferred to the courier’s phone system to set up a time for pick-up. 13. Customer is put on hold when connected to the courier’s phone system, etc.
