Customer calling to get their tracking number or is checking status Steps & Questions to run through while on the call. 

 

CUSTOMER: "I did not receive tracking; can you tell me my tracking number and/or where my order is?"

Agent: Okay I can try and locate you in our system here, can I grab your name and your order number if you have that available?

 

PURCHASED FROM US

 

If purchased from LED Technologies, Inc. - www.revivelighttherapy.com they will be in FishBowl 

Search customer in Fishbowl- by doing an Advanced Search.

 Advanced Search - you can search several ways.... 

1st change status to ALL so that you see everything.

Advanced Search options

  1. Ship to: Customer’s name the order shipped to
  2.  Street Address: 
  3. Order # 
      Once you have located them in Fishbowl
    • Click on the product(s) line to see the tracking link.  Click on the link to be transferred to the FedEx or UPS Website searching the Tracking number. 
    • Inform Customer of the status of their order.
      1. Agent: Alright, so we can see here that the order should get to you by (Insert Date and Time of Order delivery)
    • Offer to provide customer with tracking number
      1. Agent: Would you like the tracking number for your reference?
  4. CUSTOMER: "Yes please, I would.”
  5. Agent: Okay, Let me know whenever you are ready.
  6. CUSTOMER: "I am ready.”
    • Agent: Okay, the tracking number is (Insert Customer Tracking Number)

CUSTOMER: "Thank you very much!”

 

Agent: Is there anything else I can help you with today?

CUSTOMER: "Nope, I am great!”