Call Scripting

Greeting/General Information

• Thank you for calling Consumer Service. My Name is _____________. In order to better assist you may I have your phone number starting with the area code first please? Thank you, that was (repeat the number).

• May I have your first and last name please? Thank you, Is that spelled______________?

• May I have the state, zip code you’re calling from please? Thank you

• Would you like to provide an e-mail address?(Repeat back to the customer) Thank you

Offering Assistance

• How may I assist you today? (Express Empathy for the inconvenience)

• May I have the model number please; the model is located on the back or bottom of the unit. It will say CAT number or model number. (Older Salton products date code will be on the bottom of the unit)

• I will also need the date code that will be located on the metal prong of the plug. It will include 3 numbers followed by two letters.

• When did you purchase this product? Do you have a receipt?

• Do you recall where you bought it? Thank you.

Closing

• Is there anything else I can assist you with today?

• Your transaction ID number is ___________

• “Thank you for calling. If you have a moment, please stay on the line for a brief survey.”

If they decline

“I understand and appreciate your reply, Thank you again for contacting Consumer Service. Have a great day!”