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Updating Customer

Information

Having current

customer

information is WELCOME & ORIENTATION / TRAINING ROADMAP

very CUSTOMER PAYMENTS / UPDATING CUSTOMER INFORMATION

important.

Account management, product service calls, customer And remember, you don’t have to get the information
service, and sales opportunities / telemarketing by asking robotic or interrogating questions, like,
are all negatively impacted by incorrect customer “Can you verify your employer? Can you verify your
information. The ability to contact the customer is phone number? Can you verify your…?” and so on.
critical to our business, so it is vital that we ask for
updated information every time we speak to the You have a relationship with your customers, or
customer, whether it’s in person or over the phone. you’re at least building them, so if you listen to your
customers as they talk to you, you can usually get
Any changes you make to the customer information information right out of the conversation without
in the system needs to also be made in the customer’s having to sound like a robot. Don’t forget to use the
paper file. flags in the system to help you conversationally ask
for more information.

Impersonal Probing and Conversational
Your number was disconnected when I tried to Hey, I noticed your new phone—is that an
call you last week. iPhone?
Do you still work at Walmart? How’s Walmart treating you?

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