Page 48 - Email Support Playbook

Dissecting a Chat Greeting: System
generated auto-
HD CSR: Hello! How may I help you? response
DEALER: Why is order 8675309 on hold? Verify Dealer‟s Name:
HD CSR: I would be happy to look into that hold for you. It looks Ask the dealer‟s name.
It may not be what is
like there are several contacts associated with your listed in details.
account. Who am I speaking with? Set Expectations:
Advise how long until
DEALER: Doug you will reply again, if
HD CSR: Thank you Doug. Please give me one moment to read needed.
Resolution:
through the notes on the order. Answer the dealer‟s
DEALER: Sure no problem question to the best
HD CSR: Thank you for your patience. The order is on hold of your ability or
advise when you will
because we are plotting the template for line#3 right now. have an answer.
I see on case#1001122 that a request has already been
sent to the template plotter. Further Assistance:
Indicates the initial
When they are done plotting the hold will be removed. request has been
DEALER: Oh ok that‟s fine. resolved.
HD CSR: You‟re welcome. Is there anything else I can assist you
Update Contacts:
with? Any time we are
working with a dealer
DEALER: No I think that‟s it that is not listed on the
HD CSR: Great, I‟m glad I was able to assist you today. Before we account we need to
add them just as you
end this chat, I would like to point out we do not have you would on the phone or
listed as a contact for Blind City. May I add you? via email.
DEALER: Sure
Closing: Ask the
Thank you, I will need your full name, preferred email dealer‟s name. It may
HD CSR: address, and preferred business phone number. not be what is listed in
details.
DEALER: Doug Taylor, Doug@BlindCity.com, 888-888-8888
HD CSR: Thank you Doug. You are now added as a contact.
HD CSR: Thank you for Chatting with Hunter Douglas, have a nice

day. I will now end this chat.