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2011 WEDDING CUSTOMER SERVICE MANUAL
(The key wording here is that you are transferring to Henry’s extension and not to him.)
Transfer the call by pressing the transfer key, followed by the extension number and
press the transfer key AGAIN. Calls will not transfer to this person if you do not press
the transfer key again. Then immediately hang-up. This is a direct transfer.
Occasionally you will stay on the line during a transfer if the dealer has given you
“lots” of information on the issue or problem. If they say they have a problem with an
order and want to talk to Henry, this is not “lots” of information and you should do a
direct transfer saying you are transferring to Henry’s extension. The account number will
pass to the next person along with the call so them giving you their account number does
not count as “lots of information either. If the dealer gives you “lots” of information
then stay on the line for the transfer so you can fill in the recipient. If you do this and you
get a person’s voice mail, take the call back and see if they want to leave a message in
their voice mail or call back at a later time. If they elect to call back, be sure to give them
the extension of the person they need to talk to. (The reason that you should stay on the
line is so you can explain the problem in the event the person is now available and
answers this time.)
If the dealer insists on holding and not going into voice mail, then you have to nicely say
that “you cannot do that as the person they are looking for may be on the call a long time
or not at their desk”. If they still do not want to leave a message, offer to get a note to
Henry ASAP so that he will make them his first call back. Use your chat feature (if they
are on your team) if possible rather than walking a piece of paper to someone to get this
message to them. If this is not acceptable, see if you can get your supervisor through chat
and they can then either join or take the call.
IMPORTANT TELEPHONE NUMBERS TO REMEMBER
Telephone Toll Free Number
Fax Toll Free Number
1-800-333-0405
1-800-678-5151
The following numbers are available for faxing directly to the following departments:
Customer Service and Sales Department (not for orders) 1-800-679-5151
Credit Department
1-800-680-5151
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